As Techical Support Engineer, you will handle triage of customers' issues and perform in depth testing and validation to analyze, reproduce, and drive root cause analysis (RCA) for issues in the navigation & infotainment domain.
You will be the first line for inbound issues, quickly narrowing problems with limited information, validating fixes, and collaborating with engineering and DevOps to restore customer confidence fast.
Customer Support & Triage
- isolate whether problems are SDK/API usage, environment, data, integration, or platform.
- Navigate incomplete/ambiguous reports; ask incisive clarifying questions and drive issues to the right backlog/owner.
Testing, Validation & RCA
- Plan and execute bench/rig testing (SIL/HIL benches, lab rigs, head units) to reproduce issues and validate fixes across Android/iOS SDK integrations and IVI systems.
- Conduct field testing on roads (drive tests) to validate navigation, guidance, positioning, connectivity, and performance under real‑world conditions; capture logs/telemetry and translate findings into actionable defects and RCAs.
- Contribute to RCA by documenting precise problem signatures, failure modes, and contributing factors; partner with product/engineering for corrective and preventive actions.
Platform, Tooling & Automation
- Work on Linux/Android environments (adb, logcat, systrace), shell tooling, and system diagnostics.
- Use mobile SDKs (Android & iOS) to verify SDK/API behavior, configuration, and integration paths; guide customers on SDK initialization, permissions, offline/online modes, and version compatibility.
- Leverage DevOps/CI pipelines to trigger builds/tests, triage flaky failures, and analyze artifacts/logs; contribute small automations (bash/Python/Gradle/Fastlane) that reduce repetitive toil.
Collaboration & Documentation
- Escalate crisply with the right technical evidence; collaborate with Engineering, System/DevOps, and Operations during incidents and post‑incident reviews.
- Create and maintain knowledge articles, runbooks, and troubleshooting guides for recurring issues.
Who are you?:
This is a great role and presents you with the opportunity to work with our interesting key shareholders and customers. You will be able to interface with engineers from the client and HERE development teams. In order to be successful in this role you have:
- 2–5 years experience in Technical Support/QA/System Engineering (or equivalent) with customer‑facing experience.
- Solid Linux fundamentals (processes, networking, file systems), Android tooling (adb, logcat), and shell scripting.
- Practical experience with mobile SDKs and app integration on Android and/or iOS (Gradle/CocoaPods/SPM, signing, build variants, dependency management).
- Working knowledge of DevOps/CI (e.g., Jenkins/GitHub Actions/Bitrise), build pipelines, artifact/log analysis.
- Strong debugging mindset: able to form hypotheses from incomplete data and validate them quickly.
- Excellent written/spoken communication in English; concise incident and RCA documentation.
- Valid German Class B (PKW) driving license.
- Driving license for light commercial vehicles (e.g., Klasse BE and/or C1) is a plus.
- Comfortable with bench/rig testing in lab environments and field testing on public roads, including safe log capture while adhering to company safety policies.
Nice to Have
- Automotive infotainment exposure (IVI, head units, projection, offline/online navigation, GNSS, sensors, CAN).
- Familiarity with networking (HTTP/2, TLS, proxies), observability (metrics, logs, traces), and performance testing.
- Scripting/automation in Python; experience creating lightweight test tools and CLI utilities.
- Prior work with ServiceNow or similar support platforms; experience writing knowledge base content.
Education
- Bachelor’s degree in Computer Science / Electrical Engineering / Computer Engineering or equivalent hands‑on experience.
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 opportunities 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.