Network Customer Support Engineer

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Point One Navigation

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2015

🚗 Transport

🌾 Agriculture

🔌 API

Transport • Agriculture • API

Point One Navigation is a leading provider of centimeter-level precision positioning platforms designed for high-demand applications such as robotics, autonomy, survey and construction, and precision agriculture. The company offers comprehensive solutions through its Polaris RTK, GraphQL API, and Atlas INS products, enabling real-time truth-level positioning by integrating GNSS, IMU, and other sensor inputs. Point One Navigation boasts a robust global RTK network with over 1,900 base stations and a focus on high reliability and easy integration for scalable autonomous systems.

📋 Description

• 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 • 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 • 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 • Document operational procedures, escalation paths, and ownership models • Develop automation and tooling to reduce manual work and improve operational efficiency • 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 • 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 • 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

🎯 Requirements

• 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.

🏖️ Benefits

• Health insurance • 401(k) • Paid time off • Remote work options • Professional development opportunities