Lead Technical Support Engineer
Job Summary
We are seeking a Lead Technical Support Engineer with a strong background in mobile and embedded SDK application development to serve as a trusted technical advisor. You will act as a bridge between technical expertise and customer success, helping clients maximize value from HERE’s location products throughout their lifecycle. This role requires analyzing, reproducing, and resolving complex software issues while driving product adoption and continuous improvement.
Responsibilities
- Serve as trusted technical advisor
- Analyze, debug, and resolve customer software issues
- Represent Voice of Customer internally
- Drive product adoption and continuous improvement
- Manage technical escalations
Required Skills
- 5+ years mobile/cloud (RESTful APIs, SDKs, Java)
- Expertise in Android, iOS, Flutter debugging
- C/C++ stack trace and log analysis
- Deep understanding of SDK architecture
- Project management skills
Job Details
Responsibilities:
- Serve as a trusted technical advisor for customers to help them unlock maximum value from HERE’s location products and services across evaluation, production, and optimization.
- Analyze, reproduce, and debug data and software issues reported by customers, provide recommendations, and drive issues to resolution.
- Represent the Voice of the Customer internally while safeguarding business interests.
- Provide actionable insights and drive continuous improvement opportunities across products and processes.
- Act as a technical escalation point for complex or high-impact customer issues.
- Manage multiple priorities in a fast-paced environment with a results-driven mindset.
Qualifications:
- 5+ years working with mobile applications and cloud services (e.g., RESTful APIs, SDKs, Java) with a focus on mobile SDK applications.
- 2+ years in a customer-facing role.
- Expert-level capability in diagnosing production issues for SDK implementations across Android, iOS, and Flutter with native (C/C++) stack traces, symbolicated crash logs, and managed call stacks.
- Deep understanding of SDK architecture and application development lifecycle.
- Project management proficiency.
Preferred Qualifications:
- Experience developing applications in embedded, IVI, and automotive environments (e.g., Android Automotive OS, AOSP).
- Experience with Kotlin/Java or Swift.
- Strong understanding of mapping technologies: geocoding, navigation, GPS, routing, positioning, traffic, and tile rendering.
- Experience leading training sessions, knowledge sharing workshops, and technical deep dives.