Technical Success Specialist (Maps)
Pune, India
Platform Products – PP Customer Experience /
Employee, Full Time /
Hybrid
🔹 Technical Support & Issue Resolution
* Provide end-to-end technical support via the TomTom Help Center (bugs, feature requests, product inquiries, and support questions).
* Ensure timely issue resolution aligned with SLAs and SLOs.
* Triage, categorize, and escalate issues to product or engineering teams when required.
* Maintain accurate and synchronized ticket updates in systems like ServiceNow and Jira.
🔹 Knowledge Base & Enablement
* Develop and maintain FAQs, troubleshooting guides, and best-practice documentation.
* Promote customer self-service through online portals and dashboards.
* Conduct onboarding sessions for new hires.
* Facilitate ongoing knowledge-sharing sessions across teams.
🔹 Defect & Change Management
* Act as a stakeholder in defect and change management processes.
* Coordinate with product, delivery management, and pre-sales teams.
* Support onboarding and provisioning for new and existing customers.
🔹 Cross-Functional Collaboration
* Work closely with CPMs, Account Managers, Product Managers, and Sales teams.
* Participate in postmortems and provide actionable customer feedback.
* Align with teams on product releases, software updates, and bug fixes.
* Identify and address training needs in collaboration with team managers.
🔹 Reporting & Performance Metrics
* Track support KPIs such as:
* Ticket turnaround time
* Customer Satisfaction (CSAT)
* Self-service adoption rates
🔹 Operational Excellence
* Contribute to automation and process improvement initiatives.
* Implement innovative or AI-driven solutions for complex support challenges.
* Lead new initiatives to enhance support and learning experiences.
🎓 Required Qualifications
- Bachelor’s degree in computer science, IT, Geospatial Science, Geography, or related field (or equivalent experience).
- 5+ years in technical support, GIS/mapping, or related field (preferably in SaaS, automotive, or mapping/location-tech).
- Strong knowledge of mapping, navigation, and geospatial technologies.
- Experience with map formats (NDS, PBF, Geo Parquet).
- Hands-on experience with open-source GIS tools and spatial databases.
- Proficiency in Python, SQL, or similar for troubleshooting and analysis.
- Understanding of GPS, imagery, map-matching, and location services.
- Ability to perform API calls (Postman/cURL) and interpret results.
- Strong analytical and troubleshooting skills.
- Excellent written and verbal communication skills.
- Ability to manage multiple priorities in a global, cross-functional environment.
⭐ Nice to Have
- Experience with ServiceNow, Jira, and Knowledge Base tools.
- Familiarity with APIs, microservices, RESTful integrations, and cloud services.
- Knowledge of ADAS/HD map layers and automotive standards (ISA, ADAS, AV, HD Maps).
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.
