Principal Technical Support Engineer

Job Description

Principal Technical Support EngineerJob Locations IN-GurgaonRequisition ID 2020-56634 Category Technical Customer Support Whats the role This role is accountable for driving Customer Success and Satisfaction. Customer focused, the Technical Support Manager II has a pre-sales engineering mind set and is responsible for engaging with, assembling and/or leading cross functional teams of Subject Matter Experts (SME) that provide support to HERE s Customers. Defines and orchestrates the necessary action plans to ensure customer issues including critical customer escalations are addressed and resolved in a systematic way. He/She a key contributor and adopter of the Critical Account Process (CAP) and has all hands-on deck and do all it takes mind set and puts Customer Satisfaction at the center of his actions.MAIN RESPONSIBILITIES (essential functions list in order of importance; 5-6 maximum)

• 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
• Perform an immediate and initial assessment to determine severity and fit for CAP
• Administer a structured escalation process that incorporates criticality & impact assessment, SWAT team, communication, and resolution plan
• Coordinate with CAP team and lead actions with functional leads and other stakeholders
• Create clear roles for action plan, reporting, and communication
• 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
• Provide direct technical expertise for opportunities in one or multiple domains of knowledge
• Train and assist customers in understanding the benefits of HERE technical assets, by leveraging new features and implementing timely updates to all support channels
• 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)
• Build and maintain relationships with the HERE product groups and other key internal stakeholders
• Continuously nurture and expand personal technical readiness
• Participate in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise

Environment

• Sense of urgency, SLA and 24/7 mind set, proactive, result oriented, works independently with regular engagement and minimal direction from the direct line management
• Drives and motivate cross functional groups within HERE to meet and exceed Customer expectations
• Advocates internal processes and thinks out of the box to bring critical Customer sitautions under control

Who are you POSITION REQUIREMENTS

• Education:
  • Undergraduate degree in a relevant subject e.g. Computer Science, Computer Engineering, Networks and Cloud Technologies, Software Engineering, Geography
• Work Experience:
  • 10+ years of relevant technical experience of which 5+ 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
  • Hands on experience in Software Engineering, Computer networks and Cloud technologies
  • Solid experience with SQL, ArcGIS, Oracle, DBMS
  • Strong Java, JavaScript, and Python experience (web development)
  • Mobile Application Development experience (iOS/Android)
  • Unix/Linux expert that has worked in AWS with EC2/ECS, S3, ELB, SNS/SQS, CloudWatch, etc
  • CI/CD processes and tools such as Git, Gerrit, Jenkins
  • Sound understanding of mapping technologies including map content, geocoding, navigation, GPS, routing, positioning, local search, tile rendering and traffic
  • Track record 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 :
customer facing rolescomputer sciencesoft skillsoperating systemstechnical supportline managementcustomer focustroubleshootinglannetworkinglocal searchsubject matter experts