(Sr) Technical Support Engineer Navigation & Infotainment

Stellenbeschreibung:

What's the role?

In the Navigation and Infotainment domain, you as a Technical Support Engineer play a hands‑on role in validating how HERE’s connected navigation solutions perform in real‑world conditions. You reproduce and analyze customer‑reported issues across bench setups and real vehicles, extract and review logs, and work closely with product and engineering teams to drive root‑cause analysis and solution validation. A key part of the role is hands‑on testing, including regular in‑car validation using HERE’s test vehicles in Berlin, combining technical investigation with practical infotainment system behaviour.

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 behaviour, 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.

Qualifications

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.