Network Customer Support Engineer
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Job Description
Network Customer Support Engineer handling customer experience and technical support for precise location technology. Collaborating with teams to resolve network issues and improve operations.
Responsibilities:
- 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
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