Network Customer Support Engineer
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Job Description
Network Customer Support Engineer supporting Point One Navigation’s precise-location correction network. Improving monitoring, incident response, customer support, and scalable operations.
Responsibilities:
- Own the customer experience of Point One’s correction network
- Work with Network Operations to understand incidents affecting customers
- Identify emerging issues and collaborate with Engineering and Manufacturing on resolution
- Use and contribute to metrics and dashboards for targeted customer issue resolution
- Liaise between Engineering, Network Operations, FAE, and FDE teams
- Personally manage high-impact or technically complex support cases
- Partner with FAEs, Product, and Engineering to diagnose issues and close the loop with customers
- Provide clear, confident customer communication during investigations and incidents
- Design and implement scalable network operations and customer support systems
- Define support ticket taxonomy, operational metrics, 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 Product and Engineering insights
- Create reporting on network reliability, operational trends, and customer friction
- Define customer experience and operational impact metrics
- Establish structured customer feedback mechanisms
- Train and mentor support engineers on troubleshooting, operational awareness, and customer communication
- Raise operational and support standards as the team grows
Requirements:
- Fluency in two European languages in addition to English
- Experience in a player-coach technical operations or support role owning hands-on troubleshooting and operational systems
- Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, robotics, autonomy, embedded systems, or 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
- Bias toward ownership, operational excellence, and continuous improvement
Benefits:
- High level of autonomy
- Ability to make a real impact
- Opportunities for advancement and growth
- Professional and personal growth opportunities
- Promotion-from-within culture
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