Job Description

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 do

• 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.

What is nice to have:

• 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.

Skills Required