Sr Technical Support Engineer

What's the role?

We are looking for a problem solver who wants to help redefine how Technical Support works in the age of AI. This role sits at the intersection of customers, HERE location technology, automation, and Generative AI. You will solve complex real-world customer problems while building AI-powered solutions that make those problems easier to diagnose and resolve at scale. This is an opportunity for an experienced technical engineer to expand their applied AI skills while directly influencing how AI is used across Technical Support.

Who are you?

You turn recurring customer and support challenges into scalable solutions, using AI, automation, and engineering practices to improve resolution speed, quality, and the overall support experience.

Key Responsibilities

• Diagnose and resolve complex customer issues involving HERE data, APIs, SDKs, and applications.
• Build AI-powered tools and automation that improve troubleshooting, issue resolution, and support quality.
• Identify recurring technical problems and turn successful solutions into reusable capabilities and workflows.
• Experiment with emerging AI technologies and identify practical opportunities to apply them within Technical Support.
• Develop and share engineering practices, knowledge, and solutions that benefit the broader Technical Support organization.

Qualifications

• 3+ years of experience in Technical Support, Application Support, Software Engineering, DevOps, SRE, Solutions Engineering, or a related technical role.
• Strong troubleshooting skills involving APIs, SDKs, cloud applications, or distributed systems.
• Hands-on programming or scripting experience, preferably Python, and experience working with REST APIs.
• Hands-on experience building, prototyping, or experimenting with Generative AI applications or AI-assisted workflows. Experience with RAG, agents, LLM evaluation, or production AI deployment is a plus.
• Strong customer communication skills with the ability to translate complex technical problems into clear solutions and collaborate across engineering and product teams.

The expected base salary range for this position is $90,000 to $95,000 per year. Actual compensation will be based on factors such as skills and experience. This position is also eligible for an annual performance bonus, which is subject to company and individual performance. 

Life at HERE comes with generous benefits to support your health and overall wellness. Benefits available to US-based HERE employees include health (Medical/Dental/Vision) insurance, retirement savings plans, paid time off & leave policies.   

As part of HERE Technologies employment process, candidates will be required to successfully complete a background verification process. Offers of employment and any related claims are subject to the successful completion of a background verification. Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, HERE will consider for employment qualified applicants with arrest and conviction records. 

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.  

Under Section 503 of the Rehabilitation Act of 1973 and VEVRAA, we have developed an affirmative action program (AAP) for individuals with disabilities and protected veterans. Portions of the AAP are available for review by applicants and employees through our People Team. 

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Who are we?

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes – from helping a city manage its infrastructure or a business optimize its assets to guiding drivers to their destination safely.

At HERE we take it upon ourselves to be the change we wish to see. We create solutions that fuel innovation, provide opportunity and foster inclusion to improve people’s lives. If you are inspired by an open world and driven to create positive change, join us. Learn more about us on our YouTube Channel.