Technical Success Specialist; Android Development & Support Farmington Hills, MI, United State

Technical Support & Defect Ticket Resolution

• Provide end-to-end technical support for Android-related inquiries via the Tom Tom 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., Service Now, 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 Tom Tom’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.
• Demonstrate 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.
• Conduct detailed analysis of training needs, market trends, and customer feedback to define training priorities.

• 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…