Network Customer Support Engineer

About the Company

Point One Navigation is building the future of precise location. Our mission is to deliver a unified location platform that enables autonomy, safety, and efficiency across industries from robotics to transportation.

Responsibilities

• Own the customer support experience for the correction network reliability and operational health
• Manage high-impact or technically complex support cases personally
• Act as a liaison between Engineering, Network Operations, and Field teams
• Design and implement scalable systems for network operations and customer support
• Define support ticket taxonomy and operational metrics like uptime and response times
• Identify patterns in support tickets and network events to provide actionable insights to Product and Engineering
• Coach and mentor support engineers on troubleshooting and customer communication

Requirements

• Must speak fluent Mandarin
• Experience in a player-coach technical operations or support role
• Strong technical background in GPS/GNSS, precise localization, or geospatial infrastructure
• Experience operating or supporting distributed infrastructure or network-based systems
• Proven ability to build monitoring, alerting, and operational processes
• Experience conducting incident response and root cause analysis
• Ability to work cross-functionally in a fast-moving environment