TomTom

Technical Success Manager I

TomTom

full-time

Posted on:

Location Type: Hybrid

Location: Shanghai • China

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Tech Stack

AndroidiOS

About the role

  • Provide End to End technical support for all inquiries via the TomTom Help Center
  • Ensure effective communication and timely problem resolution in line with SLAs and SLOs
  • Accurately triage and categorize customer issues, escalating them as needed
  • Maintain up-to-date and synchronized ticket information across customer and internal systems
  • Contribute to the development and maintenance of a comprehensive knowledge base
  • Promote and support customer self-service through online portals
  • Act as a key stakeholder in defect and change management processes
  • Work closely with Customer Program Managers, Account Managers, and Product Units
  • Track and report on key support metrics
  • Actively contribute to operational excellence initiatives

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 (iOS and Android)
  • Customer-centric mindset with a commitment to delivering high-quality support
  • Demonstrates strong communication skills to coordinate with teams
Benefits
  • A competitive compensation package
  • Time and resources to grow and develop, including a personal development budget and paid leave for learning days
  • Paid access to e-learning resources such as O’Reilly and LinkedIn Learning
  • Enhanced parental leave plus paid leave to care for loved ones and volunteer in local communities
  • Work flexibility, with a mix of office and home work
  • Improve your home office with a setup budget and monthly allowance
  • Options to work from your home country and abroad for a set number of days each year
  • Competitive holiday plan, plus an extra day off to celebrate your birthday
  • Join annual events like Hackathon and DevDays
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical supporttroubleshootingproblem-solvingAPISDKmobile platformsSaaSknowledge base developmentticket managementsupport metrics tracking
Soft Skills
communicationcustomer-centric mindsetcollaborationproblem resolutionoperational excellence
Certifications
Bachelor’s degree in Computer ScienceBachelor’s degree in Information Technology