What's the role?As the Senior Technical Support Engineer you are an experienced support engineer with a pre-sales/post sales mindset, and ensures that the Customer makes optimal use of HERE products and services, from the evaluation phase through the production phase and into the maintenance phase. You will ensure customer satisfaction by providing technical training, resolving issues and being the voice of the Customer to internal HERE departments. You have strong customer focus, establish close relationships with the Customer, product management and sales, and are a subject matter expert of the broad range of HERE products and services. Your main responsibilities include: - Analyzing tests and debugging software issues reported by customers - Addressing issues in a systematic approach coordinating 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 - Working on technical consulting assignments for/with the customer - Working with sales to complete RFQs and translating customer needs into requirements, products, and solutions - Providing direct technical expertise for opportunities in one or multiple domains of knowledge - Providing feedback to Sales, Product Marketing, and Product Management on current and future product requirements (acts as the voice of the Customer) - Participating in internal HERE technical communities and in the broader industry through events, blogs, whitepapers, and articles for your domains of expertise Who are you?You are a strong candidate for this role if you possess the following skills, competencies, and work experience - Graduate degree in Computer Science, Engineering, or related fields - 5+ years of relevant technical experience of which 2+ years in technical pre-sales, technical customer support, technical consulting or similar customer facing roles - Strong experience in software development in Java and/or Python. Experience in SQL, ArcGIS, or Oracle DBMS is desirable - Automotive industry experience and/or mobile application development experience (iOS or Android) will be an advantage - Exposure to Unix/Linux and experience in AWS ( or any other Cloud Ecosystem) - Comfortable with CI/CD processes and tools such as Git, Gerrit, Jenkins. - Excellent communication skills in English and Japanese (Written and Spoken) - Well developed analytical skills and problem-solving mind set 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. 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.

• Provide prompt, empathetic, and clear communication to help users resolve issues while creating a positive and memorable support experience. • Debug and troubleshoot complex technical problems across our platform, collaborating with engineering teams to escalate and resolve issues as needed. • Consistently achieve key performance metrics, such as response times, resolution times, and customer satisfaction scores. • Identify patterns in support requests to address root causes, anticipate user needs, and improve the product. • Collaborate closely with engineering, product, and customer success teams to streamline processes and enhance the overall user experience. • Foster a culture of continuous learning by sharing expertise, mentoring teammates, and contributing extensively to a robust knowledge base that empowers users.

Come join a company who is a key leader in the industry scaling the next core commerce infrastructure and on the path from $100M to $500M! Founded in 2012, Salsify helps brand manufacturers, distributors, and retailers in over 80 countries collaborate to win on the digital shelf. As the market leader globally, our products are shopper-centric, frictionless, and create memorable commerce experiences. Our products provide a competitive edge through experiences that improve brand trust, amplify product differentiation and assortments, increase conversion rate, improve profit margins, and speed time to market. Learn how the world’s largest brands, including Mars, L'Oreal, Coca-Cola, Bosch, and GSK, as well as retailers and distributors such as E.Leclerc, Carrefour, Metro, and Intermarché use Salsify everyday to stand out on the digital shelf. At Salsify, we strive to embody an equitable, diverse, and inclusive company culture. We are united across countries, levels, tenures, and a host of other dimensions of diversity. We understand that while work is just one aspect of who we are, a truly inclusive culture accounts for the full authenticity of every single human being that works here. About the Opportunity As an Associate Channel Support Engineer at Salsify, you will develop and maintain a deep understanding of the Salsify platform and our customers’ specific needs while working alongside a team of dedicated and hardworking technical support professionals across the globe. You will gain e-commerce industry knowledge while helping our customers win the digital shelf. We don’t expect you to know everything - we want you to ask questions and learn new things while helping us deliver on our vision. How You'll Make an Impact: - Provide excellent customer support experience by combining understanding, thoughtful insights, and concise responses. - Triage, research, and prioritize incoming issues using Salesforce Service Cloud and Jira. - Troubleshoot technical issues and escalate to senior team members as needed. - Develop technical solutions to help our customers win the digital shelf. - Perform a thorough quality assurance process to ensure the completeness of solutions. - Represent the support team while working multi-functionally with other groups. - Document processes and procedures and assist in training new team members. You'll Enjoy This Role If You Have: - You have 1+ years of experience in customer-facing, problem-solving technical support positions. - You have a working knowledge of programming languages and technologies like Ruby/Python, Regular Expressions, Git/GitHub, CLI/Shell, VS Code, etc. - You have deep technical, analytical, and problem-solving skills. - You are organized, detail-oriented, and diligent. - You have an appetite for knowledge and a desire to guide others - we care more about your ability to learn than pre-existing knowledge. - You have a history of dedication and are known among your peers as the go-to person for help. - You are motivated to be a self-starter and individual performer, contributing to overall team efficiency and collaboration. - You raise opportunities for process improvements and show a willingness to be part of the solution. - You have experience with standard support tools like Salesforce, Jira (or similar). - Fluent in English. - You can clearly and thoughtfully explain new technical concepts to a wide variety of personas. - You have advanced Excel skills - you’re comfortable transforming data, manipulating various data types, and analyzing data sets. - Knowledge of the challenges brands and retailers face in the e-commerce industry today. #LI-IA1 #LI-Remote At Salsify, we maintain 3 core principles as part of our Compensation Philosophy: - We pay market rates, which are competitive and equitable - We pay based on performance and proficiency, not tenure - We adjust proactively; when the market moves, we do too The posted compensation range reflects the base salary for this position. In addition to base salary, some eligible roles may also have a commission plan or a bonus incentive. All Salsify employees receive equity in the form of stock options. All full-time employees are invited to participate in our Total Rewards plan, which includes health & medical benefits, PTO, and more. Offers to join Salsify are based on a few criteria, including the scope of the role, the candidate’s work experience, targeted skills, internal equity of the team, and external market data. National Pay Range €23.800—€28.000 EUR Salsify loves a good success story and it would be our privilege to help write yours! We recognize that talent and potential come in all forms and that years of experience does not guarantee on-the-job effectiveness or leadership potential. Our hiring process involves recognizing a person’s achievements, subject matter expertise, and passion, not just check marks next to a job description. If you have an interest in our roles please do not hesitate to apply - we would be happy to speak with you! A member of Talent 'talent@salsify.com' will be reaching out about next steps if we would like to move forward. Salsify’s mission is to empower brand manufacturers to win on the digital shelf. Helping brand manufacturers to win online is what we do. Our culture is who we are. We are empowered. We are positive thinkers. We take action. We care deeply. These values have driven Salsify’s growth and earned the company numerous top workplace awards. We are headquartered in Boston, Massachusetts and have hubs in Lisbon (Portugal) and Sydney (Australia). If you are excited to work in a fast-paced environment with a team that values agility, curiosity and passion, we want to hear from you! As part of the hiring process, we may be conducting reference checks with your provided contacts. Please see our Candidate Privacy Statement for information on the personal data we process in connection with your application. An Inclusive Place To Work Salsify does not discriminate based on race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. Studies have found that people of color and women do not apply to jobs if they do not meet all the requirements. At Salsify we are committed to empowering a diverse workforce. We ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Accommodations Salsify is committed to an inclusive hiring process, and we aim to provide accommodations for persons with disabilities. If you need any accommodations for the application or throughout the interview process please contact cx@salsify.com. We take your security seriously. When applying for a position with us, please be aware of the following: Official Communication Channels All legitimate communications from our team, including interview requests and job offers, will only come from an email address ending in @salsify.com. We will never use generic email addresses (like Gmail or Yahoo) or ask you to communicate through unofficial channels. Verify Job Postings Always verify the legitimacy of any Salsify job posting by checking our official website's careers page. If a position is not listed there, it is not a genuine Salsify opening. Secure Application Process We use secure applicant tracking systems and encrypted communication channels to protect your sensitive information and documents throughout the application process. No Payments Ever Required Legitimate employers, including Salsify, will never ask for upfront payments for applications, training, or equipment. Any request for payment is a clear sign of a scam. Personal Information Requests Sensitive personal information, such as bank details or social security numbers, will only be requested after a formal job offer has been made and exclusively through secure, verified channels.By being aware of these protocols, you can help us ensure a safe and secure application experience.

Navina is a fast-growing digital health SaaS company that’s on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina’s AI-powered solution that transforms complex and fragmented patient data into concise “patient portraits" and actionable clinical insights at the point of care. With Navina, physicians experience less burnout, reduce missed diagnoses, and can devote more time giving better care to their patients. Navina has been named one of the Top 100 AI companies globally by CB Insights and made the list of the Top 50 Digital Health startups. We are already working with industry-leading value-based organizations including Privia Health and Agilon. The Technical Support Engineer is a key contributor to our overall customer experience and our customers' product satisfaction. They are also the first line of defense that ensures our R&D can focus on creating top-of-the-line value-based-care solutions with AI. The ideal candidate is passionate about technology, troubleshooting, and customer success. Responsibilities - Resolve customer issues daily, ensuring timely responses and high levels of customer satisfaction - Proactively manage the day-to-day resolution of customer issues in a timely (SLA) manner and maintain their high satisfaction - Contribute to methodologies, best practices, and techniques to improve our support process - Build and contribute to Navina’s technical support knowledge base. - Work closely with R&D, Product, Customer Success, and our Medical team for complex problem-solving and time-sensitive escalations. Requirements - +4 years of experience in a customer-facing Tech Support/ Integration/ Services role at a SaaS company or equivalent experience - Proven experience with SQL and data analysis - MUST - Proven experience with debugging web applications - Strong project management skills - Excellent problem-solving and troubleshooting skills - Proven excellent customer-facing communication skills (verbal and written) - Familiarity with the US healthcare industry- Advantage - Proven experience in programming (JavaScript, Python, Nodejs) - Advantage - Located in the U.S. Pacific time zone or available to work until 8:00PM PST What would you stand out? - Experience with troubleshooting data pipelines and ETL processes. - Experience in a fast-growing organization - Strong presentation skills for all audiences; Ability to articulate thoughts and ideas clearly, concisely, and persuasively, to a variety of different personas - A can-do attitude - Detailed oriented You don’t need to meet 100% of the requirements to be a great fit. We believe in hiring people, not just checklists, and we value potential as much as experience. If this role excites you, we’d love to see your application!