Technical Success Manager II

Role Overview

• 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.

Tech Stack

• Cloud
• Microservices
• Python
• ServiceNow
• SQL

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!