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.
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