Lead Technical Supt Engineer

Job Description

Lead Technical Supt EngineerJob Locations IN-GurgaonRequisition ID 2020-56635 Category Sales Whats the role The Lead Technical Support Engineer (TSE) is an experienced support engineer with a pre-sales mindset, and ensures the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. The TSE ensures Customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal here departments. The Lead Technical Support Engineer has strong Customer focus, establishes close relationships with the Customer, product management and sales, and is a subject matter expert of the broad range of here products and services.MAIN RESPONSIBILITIES

1. Must be the go-to technical expert on HERE products:

• Analyze test and debug software issues reported by the Customers
• Deliver a swift and effective response until the issue is resolved and the situation is normalized
• Address the issue in a systematic approach coordinated across teams and stakeholders to ensure alignment on criticality with a single source of truth , timely Executive visibility and reporting, have lessons learned built into actionable follow-up plans
• Work on technical consulting assignments for/with the Customer
• Train and assist customers in understanding the benefits of HERE technical assets, by leveraging new features and implementing timely updates to all support channels
• Working with sales to complete RFQs. Translate Customer needs into requirements, products, and solutions
• Tracking and reporting Customer issues to the internal teams

1. Drive continuous improvement to achieve Customer outcomes:

• Manage Customer needs internally to ensure internal initiatives reflect Customer business and technical requirements. Actively involve other departments as required to have them contribute
• Manage tactical relationship with Customers including conflict resolutions, strategic alignment, and communication
• Provide direct technical expertise for opportunities in one or multiple domains of knowledge
• Seek and collate feedback to shape online community management practices and product ideation
• Assist in definition of and specification of usability and serviceability enhancements (improve Customer Experience CX)
• Provide feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer)

1. Stay sharp and share your knowledge:

• Continuously nurture and expand your technical readiness
• Participate in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise

Who are you POSITION REQUIREMENTS

• Education:
  • Undergraduate degree in a relevant subject e.g., Computer Science, Computer Engineering, Software Engineering, Electrical Engineering, or related fields
• Work Experience:
  • 8+ years of relevant technical experience of which 2+ years in technical pre-sales, technical Customer support, technical consulting or similar Customer facing roles
  • Excellent team player with the ability to work within a collaborative environment.
  • Creative, resourceful, and innovative problem solver.
  • Great communication skills (including active listening and comprehending requirements).
  • Excellent oral presentation skills incl. the ability to simplify complex thoughts/ideas
• Industry Experience:
  • High technology B2B or B2B2C experience preferred
  • Sound understanding of mapping technologies including map content, geocoding, navigation, GPS, routing, positioning, local search, tile rendering and traffic
  • Solid experience with SQL, ArcGIS, Oracle, DBMS is required and recommended would be Java, C++, Python, and web development experience.
  • Mobile Application Development experience (iOS/Android)
  • Unix/Linux expert that has worked in AWS with EC2/ECS, S3, ELB, SNS/SQS, CloudWatch, etc.
  • Worked with CI/CD processes and tools such as Git, Gerrit, Jenkins.
  • Proven track record of establishing and maintaining strong cross-team working relationships and collaboration
• Competencies
  • Outstanding interpersonal and communication skills (both oral and written) for appropriate interaction across all management levels
  • Strong soft skills including active listening, diplomacy, dispute resolution, negotiation
  • Strong analytical mindset and a problem solver
  • Fluent in English, both written and oral.

Who are we Ever checked in somewhere on social media Ever tracked your online orders You might be using HERE Technologies every single day without even realizing it. You can find us everywhere: in vehicles, smartphones, drones or third-party apps. We believe that with the right people, we will continue to be a game-changer in the technology industry and improve the daily lives of people around the world. Find out more by clicking the video below or going HERE .OptionsApply for this job onlineApplyShareEmail this job to a friendReferSorry the Share function is not working properly at this moment. Please refresh the page and try again later.Share on your newsfeed Need help finding the right job We can recommend jobs specifically for you! Click here to get started.Application FAQsSoftware Powered by iCIMS www.icims.com,

Keyskills :
web developmentproduct managementtechnical supporttechnical trainingproduct marketingsoftware engineeringcustomer facing rolesproduct requirementssoft skillsvoice of the customer