What's the role?
We are looking to hire for an Error Manager- Problem Analyst at HERE Technologies in S&S CPM Organization. We are the Cross Functional Integration team within Customer Program Management. We support in development programs for the 3 key OEMS - Volkswagern, Mercedes, and BMW. This role is in support of the BMW SAM program
As an Error Manager, you will serve as the first line of response for customer-reported bugs and system issues. Your core responsibility is to ensure all incoming tickets are reviewed promptly, accurately prioritized, and efficiently managed through to resolution.
You’ll collaborate closely with both customers and internal teams to validate issues, assign the appropriate severity, and ensure ongoing updates and progress. This role demands strong communication skills, a proactive mindset, and a high level of ownership to ensure customer satisfaction and internal accountability.
Responsibilities:
1. Monitor and manage incoming customer support tickets daily.
2. Review and assess the severity level assigned by the customer; adjust in consultation when necessary.
3. Communicate directly with customers to verify and, where possible, replicate reported issues.
4. Seek clarification for unclear or incomplete ticket details before handing them off to internal teams.
5. Confirm that internal teams assign the correct priority based on impact and urgency.
6. Proactively track all high-priority or critical tickets, ensuring timely updates and active ownership.
7. Follow up with responsible teams to drive resolution and avoid delays.
8. Validate resolutions and formally close tickets only when the issue is fully addressed.
Who are you?
Qualifications:
9. Bachelor's degree in Computer Science, Engineering, or a related field.
10. Experience in roles such as problem analyst, business analyst, or support escalation specialist.
11. Strong analytical and critical thinking skills.
12. Excellent communication and interpersonal skills.
13. Proven ability to work independently while coordinating with multiple teams.
14. Familiarity with ticketing systems and project management methodologies.
15. Ability to prioritize effectively and manage several issues simultaneously
What we offer:
16. A great work-life balance
17. Hybrid model of work
18. Challenging problems to solve
19. Collaborative and encouraging colleagues
20. Opportunities to learn, grow and develop: company hackathons, technical talks, and trainings
21. Regular feedbacks
22. Paid vacation days
23. Flexible working hours
24. Competitive salary plus bonus
25. Public Transportation Ticket (In Germany)
26. German language course (Applicable in Germany)
27. Diverse team of fantastic & talented people from 60+ countries worldwide.
28. Brown bag talks, team events, and more!
Change is HERE. Apply Now! #LI-MM3 #LI-HYBRID
Our culture is founded on openness, collaboration and honesty, with colleagues who are brilliant in their field, helpful, resilient, loyal and strive for the best. One team in that everyone makes a difference and everyone is heard.
As part of HERE Technologies employment process, candidates will be required to successfully complete a pre-employment screening process. This offer and any related claims are subject to the successful completion of a pre-employment screening. This will involve employment, education, and criminal verification if applicable.
HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.