• Provide expert level knowledge of onboarding and ongoing usage requirements for all IHIE products/services. • Create and maintain customer facing onboarding documentation for all IHIE products/services. • Create and maintain onboarding and change request questionnaires to effectively scope project requirements. • Identify best practices to promote the adoption of IHIE products and services. • Ability to explain product features and benefits, demonstrating how they meet customer requirements through presentations and product demonstrations. • Discover special circumstances or exceptions that will be required to successfully onboard a customer and identify a planned resolution prior to initiating their project. • Provide technical scoping with current customers who have submitted a change request. • Assist customers in resolving technical issues related to product usage and recommend improvements. • Establish a successful handoff process from the Business Development team with signed SOW to the Project Management and Implementation Teams. • Review onboarding requirements with customers prior to their project starting. • Identify and address any requirement inconsistencies between IHIE and customer. • Help manage scope changes or expectation setting with customers during active implementation projects. • Advocate customer needs internally and work collaboratively with the sales, product, and support teams to achieve customer success goals and contribute to overall company objectives.

What's the role? We are seeking a Lead Technical Support Engineer with a strong background in mobile and embedded SDK application development who thrives at the intersection of technical expertise and customer success. In this critical role, you’ll serve as a trusted technical advisor for customers, helping them unlock maximum value from HERE’s industry‑leading location products and services across the entire lifecycle, including evaluation, production, and optimization. Location: California Remote The ideal candidate possesses: - Customer orientation and excellent communication skills that enable them to effectively represent the Voice of the Customer internally while safeguarding HERE’s business interest. - An ability to think strategically about business, product, and technical challenges as they help our customers leverage HERE services to solve their business problems is required. - Skills that allow them to will analyze, reproduce, and debug data and software issues reported by Customers and come up with recommendations and drive issues to resolution. - A desire to provide actionable insights and drive continuous improvement opportunities, given the broad exposure to customer, products, and process. Who are you? - 5+ years working with mobile applications and cloud services (e.g., RESTful APIs, SDKs, Java) with a strong focus on supporting mobile SDK applications, including 2+ years in a customer-facing role. - Expert-level capability in diagnosing production issues for customer-facing SDK implementations across Android, iOS, and Flutter with native (C/C++) stack traces, symbolicated crash logs, and managed call stacks. - Deep understanding of SDK architecture, application development lifecycle, and the ability to guide complex integration decisions and drive HERE product adoption and long-term customer success - Strong analytical and problem-solving skills to identify root causes, define permanent corrective actions, and drive timely resolution for high-visibility customer escalations; acts as a technical escalation point for complex or high-impact customer issues. - Project management proficiency with a results-driven mindset; able to manage multiple priorities in a fast-paced environment. - Self-motivated and accountable, with a track record of seeing tasks through successful completion. Preferred Qualifications - Experience developing applications in embedded, IVI, and automotive environments (e.g., Android Automotive OS, AOSP), as well as mobile applications on iOS and Flutter, using Kotlin/Java or Swift - Strong understanding of mapping technologies: geocoding, navigation, GPS, routing, positioning, traffic, and tile rendering. - Experience leading training sessions, knowledge sharing workshops, and technical deep dives with customers and internal teams The expected base salary range for this position is $115,000 to $125,000 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. #LI-AG3 #LI-REMOTE 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.

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Provide second-level production support for Robotic Process Automation (RPA) bots and workflows, ensuring operational stability, optimal performance, and continuous improvement of automation solutions. This role requires deep hands-on expertise with Automation Anywhere and UiPath platforms, with a strong advantage for candidates familiar with Agentic Process Automation (APA) and the healthcare domain. What you will do - Provide L2 RPA production support for UiPath and Automation Anywhere bots, ensuring stable and reliable operation - Monitor, triage, and resolve production incidents related to RPA automations - Perform root cause analysis on bot failures, exceptions, and system errors; implement corrective actions - Analyze logs, data, and system behavior to diagnose and resolve technical issues - Manage incidents, service requests, and changes using ITSM tools such as ServiceNow and Jira - Ensure production automations meet defined SLAs and operational OKRs - Escalate critical or unresolved issues to L3/development teams with complete documentation - Troubleshoot bot runner connectivity, orchestrator/control room issues, and execution failures - Resolve scheduling, triggering, queue processing, credential, access, and permission-related issues - Diagnose dependency, environment, data integrity, and application performance issues impacting bots - Collaborate with RPA developers, business analysts, operations, and IT teams to resolve issues and improve automation stability - Participate in stand‑ups, sprint reviews, and Change Advisory Board (CAB) meetings as required - Maintain documentation for application configurations, troubleshooting steps, and resolution procedures - Contribute to automation health dashboards and operational reporting metrics - Analyze support trends and recurring issues to recommend enhancements, optimizations, and process hardening - Communicate effectively with technical and non‑technical stakeholders, providing clear updates on issue status and resolutions Required Qualifications - 3–5 years of hands-on experience in RPA production support or operations roles - Proficient in Automation Anywhere A360 – bot development, Control Room management, and error handling - Working knowledge of UiPath – Studio, Orchestrator, and REFramework-based bot support - Strong understanding of RPA architecture, bot lifecycle, and deployment pipelines - Experience with ITSM platforms for incident and change management (ServiceNow preferred) - Familiarity with SQL, APIs, and integration troubleshooting (REST/SOAP) - Excellent analytical and problem-solving skills with the ability to work under pressure - Strong written and verbal communication skills for stakeholder engagement and documentation - Ability to work rotating shifts and participate in an on-call rotation Preferred Qualifications - Automation Anywhere Certified Advanced RPA Professional or equivalent UiPath certification. - Competent with Agentic Process Automation (APA) tools, AI agents, or LLM-integrated automation frameworks. - Healthcare industry experience with knowledge Education - Bachelor's degree preferred/specialized training/relevant professional qualification/equivalent experience Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $72,100.00 - $158,620.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 04/22/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Provide second-level production support for Robotic Process Automation (RPA) bots and workflows, ensuring operational stability, optimal performance, and continuous improvement of automation solutions. This role requires deep hands-on expertise with Automation Anywhere and UiPath platforms, with a strong advantage for candidates familiar with Agentic Process Automation (APA) and the healthcare domain. What you will do - Provide L2 RPA production support for UiPath and Automation Anywhere bots, ensuring stable and reliable operation - Monitor, triage, and resolve production incidents related to RPA automations - Perform root cause analysis on bot failures, exceptions, and system errors; implement corrective actions - Analyze logs, data, and system behavior to diagnose and resolve technical issues - Manage incidents, service requests, and changes using ITSM tools such as ServiceNow and Jira - Ensure production automations meet defined SLAs and operational OKRs - Escalate critical or unresolved issues to L3/development teams with complete documentation - Troubleshoot bot runner connectivity, orchestrator/control room issues, and execution failures - Resolve scheduling, triggering, queue processing, credential, access, and permission-related issues - Diagnose dependency, environment, data integrity, and application performance issues impacting bots - Collaborate with RPA developers, business analysts, operations, and IT teams to resolve issues and improve automation stability - Participate in stand‑ups, sprint reviews, and Change Advisory Board (CAB) meetings as required - Maintain documentation for application configurations, troubleshooting steps, and resolution procedures - Contribute to automation health dashboards and operational reporting metrics - Analyze support trends and recurring issues to recommend enhancements, optimizations, and process hardening - Communicate effectively with technical and non‑technical stakeholders, providing clear updates on issue status and resolutions Required Qualifications - 3–5 years of hands-on experience in RPA production support or operations roles - Proficient in Automation Anywhere A360 – bot development, Control Room management, and error handling - Working knowledge of UiPath – Studio, Orchestrator, and REFramework-based bot support - Strong understanding of RPA architecture, bot lifecycle, and deployment pipelines - Experience with ITSM platforms for incident and change management (ServiceNow preferred) - Familiarity with SQL, APIs, and integration troubleshooting (REST/SOAP) - Excellent analytical and problem-solving skills with the ability to work under pressure - Strong written and verbal communication skills for stakeholder engagement and documentation - Ability to work rotating shifts and participate in an on-call rotation Preferred Qualifications - Automation Anywhere Certified Advanced RPA Professional or equivalent UiPath certification. - Competent with Agentic Process Automation (APA) tools, AI agents, or LLM-integrated automation frameworks. - Healthcare industry experience with knowledge Education - Bachelor's degree preferred/specialized training/relevant professional qualification/equivalent experience Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $72,100.00 - $158,620.00 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments. We anticipate the application window for this opening will close on: 04/22/2026 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.