Network Customer Support Engineer

Location and Language Requirement

This role is based in Australia and requires fluency in Mandarin.

About Point One Navigation

Point One Navigation is innovating in precise location technologies, with a mission to provide a unified location platform that enhances autonomy, safety, and efficiency in sectors like robotics and transportation. Our team is dynamic, collaborative, and driven by solving complex challenges swiftly and effectively.

Role Objective

The Network Customer Support Engineer is responsible for overseeing the customer support experience related to the availability, visibility, and operational health of Point One’s correction network. This position combines technical support duties with leadership in managing operational systems to ensure reliable network performance at scale.

Key Success Measures

• Early identification and resolution of potential customer issues before impact.
• Rapid incident resolution with clear communication and thorough root cause analysis.
• Providing organizational transparency into network health, operational trends, and customer concerns.
• Developing a scalable network operations and support function aligned with growth.

Main Responsibilities

• Collaborate with the Network Operations team to monitor incidents that might affect customers.
• Spot emerging problems and work with engineering and manufacturing to resolve them.
• Enhance and utilize metrics and dashboards for targeted customer query resolution.
• Serve as a liaison among Engineering, Network Operations, and FAE/FDE teams to assist customers.
• Handle complex or high-impact support requests personally.
• Collaborate closely with FAEs, Product, and Engineering for diagnosing and resolving customer issues.
• Maintain transparent and confident communication during investigations and incidents.
• Exemplify best practices in technical troubleshooting and customer engagement.
• Develop and implement systems to support scalable network operations and customer support.
• Create a ticket classification system reflecting customer use cases, complexity, and impact.
• Support operational metrics tracking, including network uptime, incident and support response times, and alert quality.
• Document procedures, escalation paths, and roles clearly.
• Develop automation and tools to increase operational efficiency and reduce manual tasks.
• Analyze support tickets, network events, and operational data for patterns and insights.
• Convert operational data into actionable feedback for Product and Engineering teams.
• Highlight recurring issues and infrastructure gaps for prioritization.
• Produce concise reports for leadership on network reliability and customer experience metrics.
• Define and track metrics for customer experience and operational effects.
• Collect structured customer feedback efficiently and use it to drive improvements.
• Lead by example as a player-coach, balancing hands-on work with team development.
• Train and mentor support engineers on troubleshooting, operational awareness, and communication.
• Set high standards for technical knowledge, ownership, and responsiveness.
• Continuously enhance the support and operations functions as the team expands.

Qualifications

• Mandarin fluency is essential.
• Experience in a hybrid role combining technical operations/support with system ownership.
• Strong expertise in GPS/GNSS, precise localization, geospatial infrastructure, or related fields such as robotics, autonomy, embedded systems, or positioning technologies.
• Experience supporting or operating distributed network systems.
• Proven ability to create or improve monitoring, alerting, and operational workflows.
• Solid troubleshooting skills for complex systems and direct customer interaction experience.
• Familiarity with incident response and root cause investigations.
• Capability to develop metrics, processes, and documentation effectively without excess complexity.
• Comfortable collaborating with Engineering, Product, and Go-To-Market teams in a fast-paced environment.
• Strong ownership mindset with a focus on operational excellence and continuous refinement.

Cultural Philosophy

Point One prioritizes rapid execution and efficient effort to maintain leadership. Employees enjoy considerable autonomy and impactful opportunities for growth, with an emphasis on internal advancement. The focus is on achieving excellence in current tasks to build a path for future responsibilities.

Daily Behavioral Expectations

• Trust and Assume Best Intent: Fostering trust to enable swift action without second-guessing motives.
• High Output, Action Orientation: Embracing a proactive mindset to deliver results quickly and unblock others.
• Divine Discontent: Continuously seeking improvements, welcoming feedback, and driving enhancement cycles.
• No Ego, One Team: Promoting collaboration free of ego to better achieve team goals.
• Self Accountability: Owning actions for learning and improvement, avoiding blame shifting.

Operational Principles

• Edge Innovation: Prioritizing action and experimentation over approvals, learning rapidly from failures.
• No Hierarchies: Encouraging self-prioritization and direct communication to maximize autonomy and reduce delays.
• Customer Experience First: Focusing on the overall customer outcome rather than internal efficiencies to align priorities and reduce waste.