What's the role?
We are seeking a Principal Technical Support Engineer with deep expertise in mobile application development (Android, iOS or Flutter) and experience in automotive projects. The ideal candidate will combine strong technical expertise with exceptional problem-solving skills and a passion for customer success. In this role, you will play a pivotal part in ensuring our customers’ satisfaction by delivering expert technical support, mentoring team members, and driving continuous improvements in our support processes.
Key Responsibilities
1. Provide expert-level technical support to enterprise customers, ensuring the timely resolution of complex technical issues.
2. Analyze and troubleshoot application and system performance problems, often working with limited data.
3. Collaborate closely with product development, engineering, and QA teams to address product defects and enhance overall functionality.
4. Develop and maintain detailed documentation for troubleshooting procedures, best practices, and known issues.
5. Serve as the primary escalation point for critical customer issues, ensuring effective and prompt resolution.
6. Conduct root cause analyses for recurring problems and implement preventative measures.
7. Engage directly with customers to understand their needs and deliver proactive solutions that enhance their experience.
8. Contribute to the ongoing improvement of support processes, tools, and methodologies.
9. Deliver training sessions and knowledge-sharing workshops for internal teams and customers.
10. Act as the primary technical point of contact for customers throughout their lifecycle.
11. Work independently while maintaining regular communication and alignment with management.
Who are you?
12. 10+ years of relevant technical experience, including 5+ years in technical pre-sales, customer support, consulting, or other customer-facing roles.
13. Mobile Development Expertise: Strong, hands-on experience with Android, iOS, or Flutter frameworks.
14. Solid understanding of client-server architectures, AWS cloud services, and microservices design.
15. Experience with map data formats (., NDS or HERE formats)
16. Experience in automotive systems development, including in-vehicle infotainment (IVI) and navigation projects.
17. Skilled in diagnosing and resolving performance bottlenecks using limited diagnostic data.
18. Experience working with large-scale distributed systems and DevOps practices.
19. Proven ability to interpret data, identify patterns, and resolve issues efficiently.
20. Strong grasp of application security principles and best practices.
21. Excellent interpersonal, communication, and stakeholder management skills, with the ability to handle critical situations confidently and professionally.
What Do We Offer?
22. A great work-life balance.
23. 30 paid vacation days.
24. Hybrid model of work (2 days office and 3 days home office per week).
25. On-site Gym and Sauna – Stay active and unwind with our fully equipped fitness center and relaxing sauna.
26. Yoga Room – A dedicated space for mindfulness, stretching, and relaxation.
27. Work on the development of high-scale services, serving and storing petabytes of data.
28. Work with cutting-edge, modern technologies.
29. Flexible working hours.
30. Competitive salary plus bonus.
31. BVG Ticket (For Berlin location).
32. German language course (For Germany-based employees).
33. Employee wellness programs and life-coaching sessions.
34. A diverse team of fantastic & talented people from 60+ countries worldwide.
35. Brown bag talks, team events, BBQ on the rooftop, and more!
Change is HERE. Apply Now!
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.