{"id":772477,"url":"https://alion.io/job/here-lead-technical-support-engineer","title":"Lead Technical Support Engineer","company":{"id":40571,"name":"HERE Technologies","domain":"here.com","url":"https://alion.io/company/here","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"iCIMS","truth_index":{"grade":"A","score":100,"open_postings":10,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":12,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Yokohama, Japan"],"countries":["JP"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"MySQL","optional":false},{"name":"PostgreSQL","optional":false},{"name":"SQL","optional":false},{"name":"SQLite","optional":false}],"status":"live","first_seen_at":"2026-09-11T21:55:32Z","employer_posted_date":"2026-09-21","last_verified_at":"2026-10-31T11:29:33Z","board_verified":true,"closed_at":null,"days_open":49,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":49},"description":"What's the role?\nAs a Lead Technical Support Engineer, you will ensure that HERE’s customers maximize the value of our products and services throughout evaluation, deployment, and maintenance phases. You will partner closely with sales representatives to deliver seamless customer support and successful outcomes.\nYour main responsibilities include:\nProviding post-sale technical support, including installation, troubleshooting, issue resolution, and maintenance\nResponding to customer inquiries and resolving system and software malfunctions\nAnalyzing, reproducing, and debugging customer-reported issues, providing recommendations, and driving them to resolution\nAdvising customers on preventive maintenance and configuration improvements to enhance performance and satisfaction\nRepresenting the \"Voice of the Customer\" internally while safeguarding HERE’s business interests\nDelivering L1/L2 support and managing P1/P2 escalations\nLeading cross-functional collaboration with engineering and product teams to resolve complex issues and improve services\nIdentifying insights and driving continuous improvement initiatives based on customer and product feedback\nContributing to knowledge sharing and best practices across the team\nWho are you?\nYou are a strong candidate for this role if you possess the following skills, competencies, and work experiences.\nA degree in Software Engineering, IT, Computer Science, or a related field\n8+ years of experience in product or software support, including web services and cloud-based applications (e.g., APIs, RESTful APIs, SDKs, XML, JSON, JavaScript)\nSolid understanding of service maturity, as well as functional and non-functional requirements\nProven SQL skills (Oracle, SQL Server, PostgreSQL, MySQL, or SQLite)\nStrong analytical, data-driven problem-solving skills, with the ability to identify root causes and communicate solutions effectively\nAbility to manage multiple priorities in a fast-paced environment\nExcellent written and verbal communication skills in English and Japanese\nAbility to dive into complex technical issues while maintaining a broader perspective\nAbility to remain calm under pressure while responding with urgency to build customer trust\nSelf-motivated, with a strong sense of ownership and delivery focus\nExperience in the automotive industry and/or mobile application development (iOS or Android) is a plus\nHERE 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.\nWho are we?\nHERE 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.\nAt 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.","description_format":"text","description_chars":3235,"description_truncated":false,"requirements":{"experience_years_min":8,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Geospatial Analytics","Smart Mobility","Navigation & Mapping"],"lifecycle":[{"event":"open","at":"2026-09-11T21:55:32Z"}],"visa":[],"liveness":{"score":16,"band":"cold","label":"Long shot","p_open":1,"p_active":0.454,"p_room":0.35,"age_days":49,"expected_fill_days":12,"reasons":["conf:2","velocity","win:tail"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/here-lead-technical-support-engineer","json_url":"https://alion.io/job/here-lead-technical-support-engineer.json","meta":{"generated_at":"2026-10-31T12:29:20Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":19320,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":40571},"rest":"https://alion.io/mcp/rest/get_company?id=40571"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhere-lead-technical-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhere-lead-technical-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhere-lead-technical-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/here-lead-technical-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhere-lead-technical-support-engineer"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":772477}},{"tool":"search_jobs","arguments":{"company":"here.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":772477},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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