Technical Success Specialist, Android Development, Support
TomTom
full-time
Posted on:
Location Type: Hybrid
Location: Farmington Hills • Missouri • United States
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Tech Stack
About the role
- Provide end-to-end technical support for Android-related inquiries via the TomTom Help Center, including bug tracking, feature requests, support questions, and product inquiries related to Android applications, SDKs, and libraries.
- Diagnose and resolve issues related to Android performance, compatibility, and functionality, ensuring adherence to Android development standards and best practices.
- Ensure effective communication and timely problem resolution in accordance with Service Level Agreements (SLAs) and Service Level Objectives (SLOs) concerning Android application features and user experiences.
- Accurately triage and categorize customer issues, specifically identifying Android-related defects, such as crashes, ANR (Application Not Responding) issues, and API integration problems, escalating to the Android development or engineering teams as necessary.
- Maintain up-to-date and synchronized ticket information across customer and internal systems (e.g., ServiceNow, Jira), with a focus on Android project tracking and resolution status, including version control and release notes.
- Contribute to the development and maintenance of a comprehensive knowledge base focused on Android, including FAQs, troubleshooting guides for common Android issues, best practices for UI/UX design in Android, and integration guidelines for third-party libraries.
- Promote and support customer self-service through TomTom’s online portals and dashboards, ensuring resources are readily available for Android-related inquiries, including how-to articles on common tasks like app installation, configuration, and troubleshooting.
- Train and share knowledge about Android systems and issues with fellow team members, facilitating cross-functional knowledge transfer on topics such as Android architecture, Jetpack components, and performance optimization techniques.
- Work closely with Customer Program Managers (CPMs), Account Managers, and Product Units to ensure seamless customer handoffs and issue resolution.
- Track and report on key support metrics, including ticket turnaround time, customer satisfaction (CSAT), and self-service utilization rates.
Requirements
- Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
- 5+ years of experience in technical support or a related field, preferably in a SaaS, automotive, or technology environment.
- Strong troubleshooting and problem-solving skills, with the ability to quickly learn new technologies and products.
- Strong understanding and proven experience working with API's and SDKs
- Strong understanding of mobile platforms (Android)
- Skilled in bridging the gap between technical and non-technical stakeholders by translating complex requirements into clear, actionable business language and vice versa.
- Customer-centric mindset with a commitment to delivering high-quality support.
- Possesses experience within own discipline and a working understanding of core concepts and processes.
- Continues to build knowledge of organizational structures, workflows, and customer needs.
- Expert (or capacity to become expert) in TomTom’s products, services, policies, processes, and tools.
- Demonstrates strong communication skills to coordinate with teams and ensure alignment around new products, software releases, and bug fixes.
- You’re a collaborative team player who thrives in a cross-functional international environment, and you have very strong written and verbal communication skills in English
Benefits
- Health insurance
- Retirement plans
- Flexible work arrangements
- Professional development
- Equipment allowances
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
AndroidAPISDKtroubleshootingbug trackingperformance optimizationUI/UX designfeature requestscompatibilityproblem resolution
Soft Skills
problem-solvingcommunicationcustomer-centric mindsetcollaborationknowledge transferstakeholder managementadaptabilityteam playerorganizational skillscommitment to quality
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Information Technologyrelated field certification