TomTom

Technical Success Manager II

TomTom

full-time

Posted on:

Location Type: Hybrid

Location: Shanghai • China

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Tech Stack

CloudMicroservicesPythonServiceNowSQL

About the role

  • 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).
  • 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.
  • 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.
  • 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.
  • Track and report on key support metrics, including ticket turnaround time, customer satisfaction (CSAT), and self-service utilization rates.
  • 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.

Requirements

  • 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.
  • 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.
Benefits
  • A competitive compensation package, of course.
  • Time and resources to grow and develop, including a personal development budget and paid leave for learning days, as well as paid access to e-learning resources such as O’Reilly and LinkedIn Learning.
  • Time to support life outside of work, with enhanced parental leave plus paid leave to care for loved ones and volunteer in local communities.
  • Work flexibility, where TomTom’ers, in agreement with their manager and team, use both the office and home to focus, collaborate, learn and socialize.
  • Improve your home office with a setup budget and get extra support with a monthly allowance.
  • Enjoy options to work from your home country and abroad for a set number of days each year, to visit family and friends, or to simply explore the world we’re mapping.
  • Take the holidays you want with a competitive holiday plan, plus an extra day off to celebrate your birthday.
  • Join annual events like our Hackathon and DevDays to bring your ideas to life with talented teammates from around the world.
  • Become a part of our inclusive global culture and have the chance to collaborate with a diverse community – we have over 80 nationalities at TomTom!
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
PythonSQLGISmapping technologiesgeospatial technologiesmap formatsAPI callstroubleshootingdata analysisspatial databases
Soft Skills
communication skillsproblem-solving skillscustomer-centric mindsetcollaborative team playerorganizational skillsattention to detailability to handle multiple prioritiestraining and knowledge sharinganalytical skillscommitment to high-quality support
Certifications
Bachelor's degree in computer scienceBachelor's degree in Information TechnologyBachelor's degree in Geospatial ScienceBachelor's degree in Geography