Lead Technical Support Engineer - AI / ML

HERE Technologies•Apply•Published 2 months ago•First seen 11 hours ago

Responsibilities

HERE Technologies is looking for a Lead Technical Support Engineer with hands-on AI expertise to join our Technical Support organization in China ( either Beijing or Shanghai). In addition to providing excellent technical support to customers and developers, this role is a key technical enabler for deploying our “Digital-first AI” strategy—combining AI/automation with human expertise to accelerate time-to-answer, improve self-service/deflection, and ensure high-quality escalation when deeper investigation is needed.

The role requires hands-on troubleshooting and strong software engineering fundamentals, plus the ability to evaluate, tune, and operationalize AI models/agents that assist support workflows (human-in-the-loop first response drafts, chat-to-ticket creation, intent workflows, and knowledge retrieval).

Note: This position may be part of a team that operates in 24/7 shift mode and may include a practical interview exercise to evaluate coding and troubleshooting skills. We, however, work on a hybrid model which translates to 2 days of work from office and 3 days of working from home.

Your nain responsibilities include:

Serving as the primary point of contact for product technical support across the customer lifecycle.
Providing expert, fast, and effective resolution to technical issues; driving issues to closure.
Supporting developers using APIs; creating code samples, tutorials, and technical articles.
Managing incident escalation and facilitate root cause analysis (RCA) and incident response.
Helping to deploy and improve human-in-the-loop (HITL) Technical Support Engineer (TSE)-assist capabilities where AI drafts first responses and the TSE reviews/edits/regenerates before sending.
Helping operationalize chat-to-ticket creation with context capture (chat transcript, user context, logs/screenshots/code when available).
Supporting the build/validation of prioritized intents (top use-cases) with clear success criteria and fallback to ticket creation.
Evaluating and/or building AI models and agent workflows that support scenarios (retrieval and answer drafting, routing, escalation automation).
Defining and validating quality controls (grounding, confidence signals, safe escalation boundaries) and contributing to continuous improvement loops.
Improving product and support experience by providing customer insights and requirements for new features.
Driving continuous improvement and implementing corrective actions on incident learnings.

Qualifications

You will be successful in this role if you possess the following qualifications, skills, competencies and experience.

A degree in software engineering, information systems or in related fields
8+ years of relevant technical experience in software engineering and/or technical customer support, technical consulting, or similar customer-facing roles.
Hands-on troubleshooting and software debugging experience in multi-user, high-availability platforms.
Programming skills (Python/Java required; C/C+/Scala a plus) and ability to produce code samples and automation.
Hands-on AI experience: building/evaluating ML models and/or agent workflows; familiarity with retrieval-based systems and evaluation/quality approaches.
Experience with LLM tooling, prompt engineering, RAG, or agent frameworks; comfort setting guardrails and measuring answer quality.
Experience with APIs and cloud environments; ability to reason about security/privacy boundaries when using AI assistance.
Strong communication skills in Mandarin and English
Linux/Unix and SDK (iOS/Android) experience is nice to have.
Experience integrating chat workflows with ticketing systems (e.g., SNOW) and capturing context/attachments.
Up to ~20% travel as required for Customer workshops, integration milestones, and key program events.