Lead Technical Support Engineer (ML)

Location: Beijing, China; onsite role.

Company

hirify.global provides location services used in vehicles, smartphones, drones, and third-party applications.

What you will do

• Ensure customers gain maximum value from HERE products and services throughout evaluation, production, and maintenance phases.
• Partner with sales representatives to expand and improve customer adoption of HERE products and services.
• Represent the voice of the customer internally while safeguarding business interests.
• Analyze, reproduce, and debug customer-reported data and software issues, recommend corrective actions, and drive issues to resolution.
• Provide L1/L2 technical support and manage P1/P2 escalations.
• Identify actionable insights and continuous improvement opportunities across customers, products, and processes.

Requirements

• Degree in Software Engineering, IT, Computer Science, or a related field.
• 8+ years of experience in product or software support involving web services, cloud-based application programming, and associated infrastructure.
• Experience with APIs, RESTful APIs, SDKs, XML, JSON, and JavaScript.
• Experience building or evaluating ML models and/or agent workflows, with familiarity with retrieval-based systems and evaluation or quality approaches.
• Understanding of service maturity and functional and non-functional requirements.
• Validated SQL skills with Oracle, SQL Server, PostgreSQL, MySQL, or SQLite.
• Data-driven analytical problem-solving skills, including root-cause identification, corrective actions, and reporting to customers and internal stakeholders.
• Ability to manage multiple priorities in a fast-paced environment and handle complex technical issues while maintaining the broader perspective.
• Strong written and verbal interpersonal and communication skills; ability to remain calm in stressful customer situations, respond urgently, build customer trust, and take responsibility for completing tasks successfully.
• Good command of English and fluent written and spoken Mandarin.

Culture & Benefits

• Equal opportunity workplace evaluating qualified applicants without regard to legally protected characteristics.
• Work focused on location technology used across vehicles, smartphones, drones, and third-party applications.