Technical Success Specialist (Maps)
TomTom
IT
Pune, Maharashtra, India
Posted on Mar 10, 2026
🔹 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).
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