Network Customer Support Engineer

Job description

Location: Australia Language: Must speak fluent Mandarin ABOUT US Point One Navigation is building the future of precise location. Our mission is to deliver a unified location platform that enables autonomy, safety, and efficiency across industries from robotics to transportation. We are a high-performance, high-collaboration team that thrives on solving complex problems, moving fast, and delivering impact. ROLE OUTCOME The Network Customer Support Engineer owns the customer support experience tied to the reliability, visibility, and operational health of Point One’s correction network. This is a player-coach role. You will personally handle complex technical support cases while also leading the operational systems, monitoring, and processes that ensure the network performs reliably at scale. Success in this role means: - Potential customer facing issues are identified and addressed before they impact customers. - When incidents do occur, they are resolved quickly with clear communication and strong root-cause analysis. - The organization has clear visibility into network health, operational trends, and customer friction. - A scalable network operations and support function is built as the company and network footprint grow. IMMEDIATE AREAS OF FOCUS Own the customer experience of our Network - Work with our Network Operations team to understand incidents that affect the customer experience - Identify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues. - Understand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions. Deliver High-Quality Technical Support - Liaison between Engineering, Network Operations and FAE and FDE team to support the customer. - Personally manage high-impact or technically complex support cases. - Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers. - Ensure customers receive clear, confident communication during investigations and incidents. - Model best-in-class technical troubleshooting and customer engagement practices for the team. Build the Foundation for a Scalable Operations & Support Function - Design and implement systems that enable both network operations and customer support to scale. - Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact. - Support Network Ops team on operational metrics such as: - Network uptime and availability - Incident response and resolution times - Support response and resolution times - Alert quality and monitoring coverage - Document operational procedures, escalation paths, and ownership models. - Develop automation and tooling to reduce manual work and improve operational efficiency. Surface Operational and Customer Insights - Identify patterns across support tickets, network events, and operational data. - Translate operational signals into actionable insights for Product and Engineering. - Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized. - Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction. Establish Visibility Into Customer Experience - Define and implement the right metrics for understanding customer experience and operational impact. - Establish mechanisms to collect structured customer feedback without creating noise. - Use both operational data and customer feedback to drive continuous improvement. Coach and Develop the Operations & Support Function - Act as a player-coach, leading through hands-on operational work while building the foundations of the team. - Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication. - Establish clear expectations for technical depth, ownership, and responsiveness. - Continuously raise the operational and support bar as the team grows. QUALIFICATIONS - Must speak fluent Mandarin - Experience in a player-coach technical operations or support role where you owned both hands-on troubleshooting and operational systems. - Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, or closely related domains (robotics, autonomy, embedded systems, positioning technologies). - Experience operating or supporting distributed infrastructure or network-based systems. - Demonstrated ability to build or significantly improve monitoring, alerting, and operational processes. - Proven experience troubleshooting complex technical systems and working directly with customers. - Experience conducting incident response and root cause analysis. - Ability to define metrics, processes, and documentation without over-engineering. - Comfort working cross-functionally with Engineering, Product, and Go-To-Market teams in a fast-moving environment. - Bias toward ownership, operational excellence, and continuous improvement. OUR CULTURAL FOUNDATION At Point One, our cultural and operating design is built around one guiding principle: we must move with extreme speed and efficiency of effort to stay in a leadership position. This environment gives people a high level of autonomy and the ability to make a real impact. It also challenges every team member to grow — both professionally and personally. Because we focus on promoting from within rather than relying on external hiring, the opportunities for advancement are tremendous for those who seek them. That said, growth only comes from delivering in the present. What matters most is the job to be done today, not the job you want tomorrow. When we all focus on today’s outcomes with excellence, the path to greater responsibility and growth naturally follows. We think about our culture in two dimensions: HOW WE SHOW UP EVERY DAY These are the behaviors we expect every team member to bring to work — the foundation of being a consummate, high-output teammate: - Trust / Assume Best Intent — Trust allows us to move fast. When we start from trust, we spend no time second-guessing or looking for ulterior motives and thus focus all our energy on acting. - High Output, Action Oriented — Our default posture is “yes.” We bias toward action and deliver results quickly, knowing that speed and efficiency compound into impact as we unblock others around us. - Divine Discontent — We’re never satisfied with the status quo and are self-motivated to improve ourselves, our work, and our company. We actively seek feedback in real-time to shorten improvement cycles. - No Ego, One Team — Collaboration without ego creates leverage. When we win as one team, we eliminate friction and move faster together. - Self Accountability — Taking ownership is the straightest line to learning, self-improvement, and correcting our course of action. And blaming others around us is a fast path to destroying trust. OPERATING PRINCIPLES These are the systems and norms that amplify speed and efficiency at the company level: - Edge Innovation — We bias toward action over approval. Experiment, decide, and move — failure is just a step toward faster learning. - No Hierarchies — We practice self-prioritization and go direct to the source. Flattening layers reduces drag and maximizes autonomy. - Customer Experience First — We optimize for the end-to-end customer outcome, not functional or departmental efficiency. This focus cuts waste, aligns priorities, and ensures we spend effort where it matters most. If this role sounds like a fit, we’d love to hear from you. Apply below and join us in shaping the future of precise location.