Network Customer Support Engineer
Point One Navigation Inc · Remote · Australia ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Based in Australia
- Fluent Mandarin required
- Player-coach role
- GPS/GNSS expertise
- Technical support focus
Join Point One Navigation as a Network Customer Support Engineer, where you will own the customer experience related to the reliability of the correction network. You will balance hands-on troubleshooting of complex technical issues with designing operational systems that ensure network performance at scale.
As a player-coach, you will lead by example, resolving high-impact incidents while establishing processes, metrics, and automation to support team growth. Your work will provide critical visibility into network health and drive continuous improvement across engineering and product teams.
What you'll do
- Manage complex technical support cases and serve as liaison between engineering and customers
- Identify emerging network issues and collaborate with engineering to resolve them
- Design and implement scalable systems for network operations and customer support
- Define support ticket taxonomy and document operational procedures and escalation paths
- Develop automation and tooling to reduce manual work and improve efficiency
- Analyze support data to surface insights and prioritize infrastructure improvements
- Train and mentor support engineers on troubleshooting and customer communication
What you'll need
- Must speak fluent Mandarin
- Experience in a player-coach technical operations or support role
- Strong background in GPS/GNSS, precise localization, or geospatial infrastructure
- Experience operating or supporting distributed infrastructure or network-based systems
- Proven ability to build or improve monitoring, alerting, and operational processes
- Experience conducting incident response and root cause analysis
- Ability to define metrics and processes without over-engineering
Stack
- GPS
- GNSS
- Geospatial infrastructure
- Robotics
- Autonomy systems
- Embedded systems
- Positioning technologies
How you'll work
- Location: Australia
- Fast-moving environment with high autonomy
- Cross-functional collaboration with Engineering and Product