TomTom · 22 hours ago
Technical Success Specialist (Android Development & Support)
Farmington Hills, MI
Full-time
Hybrid
Senior Level
5+ years expTomTom is a leading technology company specializing in navigation and mapping products. They are seeking a Technical Success Specialist to provide end-to-end technical support for Android-related inquiries, ensuring effective communication and timely problem resolution for customers.
HardwareLocation Based ServicesMapping ServicesNavigationSoftware
Responsibilities
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
Effectively conduct thorough onboarding sessions for new hires focused on Android engineering practices, such as using Android Studio, understanding build processes, and navigating the Android documentation, alongside ongoing knowledge sharing and training for team members, particularly in cross-functional contexts related to Android development
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 automations 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
Conducts detailed analysis of training needs, market trends, and customer feedback to define training priorities
Qualification
Required
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
Preferred
Experience with ticketing systems used by TomTom (ServiceNow, Jira) and knowledge base tools
Familiarity with cloud services, and automotive navigation solutions is an advantage
Company
TomTom
TomTom is a digital mapping and routing company that focuses on car navigation.
1001-5000 employees
H1B Sponsorship
TomTom has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (4)
2023 (3)
2022 (4)
2021 (4)
2020 (9)
Funding
Current Stage
Public CompanyTotal Funding
$602.29M2009-06-14Post Ipo Equity· $602.29M
2005-05-27IPO
Leadership Team
Harold Goddijn
Co Founder & CEO
Corinne Vigreux
Chief Marketing Officer
Recent News
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