Sr. Technical Customer Support Engineer

HERE Technologies

Beijing
Permanent
Full-time

30 days ago

What's the role?As a Sr Technical Support Engineer on our China Team, you ensure HERE's customers get maximum value from HERE products and services through the evaluation, production, and maintenance phases. You will partner with sales representatives to expand and improve Customer's adoption of HERE products and services.

You effectively represent the Voice of the Customer internally while safeguarding HERE's business interest.
Think strategically about business, product, and technical challenges as you help our customers leverage HERE services to solve their business problems.
You are the go-to technical expert on HERE products and support software applications for customers.
You analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution.
You provide L1/L2 support and will be responsible for P1/P2 escalations.
You will provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process.

Who are you?You will be a strong candidate for this role if you possess the following skills, competencies and experience:

A degree in Software Engineering/ IT, Computer Science or related fields
3+ years of experience with web services, cloud-based application programming and its associated infrastructure (APIs, RESTful APIs, SDKs, XML, JSON, JavaScript).
Understanding of service maturity, functional and non-functional requirements.
Strong in SQL(Oracle, SQLServer, PostgreSQL, MySQL or SQLite) skills
Strong problem-solving, data-driven, and analytical orientation with the ability to identify root cause of issues, corrective actions and report to customers and internal stakeholders.
Excel at cross-functional leadership and collaboration, with an ability to influence others. Project management proficiency with results-driven mindset.
Ability to manage multiple priorities within a fast-paced environment.
Outstanding interpersonal and communication (written/verbal) skills. Ability to dive into complex technical issues while keeping the big picture in mind.
Stay calm in stressful customer situations; act with a sense of urgency to respond and build customer trust.
Self-motivated and take responsibility for seeing tasks through to successful completion.
Good command of English & Chinese mandarin (written, spoken)

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.

HERE Technologies

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