Specialist II - IT Operations (MAPS)
Pune, India
Platform Products – PP Customer Experience /
Employee, Full Time /
Hybrid
What you'll do
- Technical Support & Defect Ticket Resolution
- Provide End to End technical support for all inquiries via the TomTom Help Center (including bugs, feature requests, support questions, and product inquiries).
- Ensure effective communication and timely problem resolution in line with Service Level Agreements (SLAs) and Service Level Objectives (SLOs).
- Accurately triage and categorize customer issues, escalating to product or engineering teams as needed.
- Maintain up-to-date and synchronized ticket information across customer and internal systems (e.g., ServiceNow, Jira).
- Knowledge Base & Self-Service Enablement
- Contribute to the development and maintenance of a comprehensive knowledge base, including FAQs, troubleshooting guides, and best practices.
- Promote and support customer self-service through TomTom’s online portals and dashboards.
- Train and share knowledge with fellow team members and across other TomTom teams.
- Effectively conducts thorough onboarding sessions for new hires and ongoing knowledge sharing and training for fellow team members and cross functionally where required.
- Defect and Change Management
- Act as a key stakeholder in defect and change management processes, coordinating with delivery management, product teams, and pre-sales teams.
- Support the onboarding and provisioning of new and existing contracted customers.
- Cross-Functional Collaboration
- Work closely with Customer Program Managers (CPMs), Account Managers, and Product Units to ensure seamless customer handoffs and issue resolution.
- Participate in postmortems and generate actionable insights from customer feedback to drive continuous product improvement.
- Demonstrates strong communication skills to coordinate with teams and ensure alignment around new products, software releases, and bug fixes.
- Partners with Product Managers and Sales to exchange feedback on processes, customer needs, and product performance.
- Works closely with team managers to identify and address training needs.
- Reporting & Metrics
- Track and report on key support metrics, including ticket turnaround time, customer satisfaction (CSAT), and self-service utilization rates.
- Operational Excellence
- Actively contribute to operational excellence initiatives including automation and process improvements.
- Identify innovative, out-of-the-box or customer-built (AI) methods for solving complex Tech Support challenges.
- Lead implementation of new solutions to enhance the learning and support experience.
What you'll need
- Bachelor's degree in computer science, Information Technology, Geospatial Science, Geography, or a closely related field (or equivalent experience)
- 5+ years of experience in technical support, GIS/mapping support, or a related field — ideally in a SaaS, automotive, mapping/location‑technology, or other relevant tech environment.
- Strong understanding of mapping, navigation, and geospatial technologies.
- Hands-on experience with map formats (NDS, PBF, GeoParquet), open-source GIS tools, and spatial databases.
- Experience with Python, SQL, or equivalent for troubleshooting, data analysis, or prototyping
- Understanding map-matching, location services, and positioning technologies (GPS, Imagery, etc.).
- Able to perform simple API calls (e.g. using Postman or cURL) and interpret the results.
- Strong troubleshooting and analytical problem-solving skills.
- Customer-centric mindset with commitment to delivering high-quality support and enabling self-service solutions.
- Excellent written and verbal communication skills, including the ability to produce technical documentation.
- Collaborative team player, capable of working in a cross-functional, global environment.
- Strong organizational skills, attention to detail, and ability to handle multiple priorities simultaneously.
- Experience with ticketing systems used by TomTom (ServiceNow, Jira) and Knowledge Base Tools.
- Familiarity with APIs- Microservices and RESTful integrations, Cloud Services
- Knowledge of ADAS/HD map layers and familiarity with automotive standards (ISA, ADAS, AV, HD Maps) is an advantage.
What is nice to have:
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
