Network Customer Support Engineer

About the role

Point One Navigation is seeking a Network Customer Support Engineer to own the customer support experience for its correction network. This player‑coach role combines hands‑on technical case resolution with the design of scalable operational systems.

Key responsibilities

• Own the end‑to‑end customer experience of the network and work closely with Network Operations to understand and resolve incidents.
• Identify emerging issues, collaborate with engineering and manufacturing, and contribute to metrics and dashboards for targeted resolution.
• Provide high‑quality technical support, act as liaison between Engineering, Network Ops, FAEs and FDEs, and manage high‑impact or complex cases.
• Design and implement scalable support processes, including ticket taxonomy, monitoring, alerting and automation tooling.
• Document operational procedures, escalation paths and ownership models, and surface insights from support data to product teams.
• Define and track metrics for network health, incident response times, and customer experience, and collect structured feedback.
• Coach and mentor support engineers, establishing clear expectations for technical depth, ownership and responsiveness.

Required profile

• Fluent Mandarin speaker.
• Proven experience in a player‑coach technical operations or support role.
• Strong background in GPS/GNSS, precise localization, geospatial infrastructure or related domains such as robotics or embedded positioning.
• Experience operating or supporting distributed network‑based systems.
• Demonstrated ability to build or improve monitoring, alerting and operational processes.
• Track record of troubleshooting complex technical systems and conducting incident response with root‑cause analysis.
• Ability to define metrics, processes and documentation without over‑engineering.
• Comfort working cross‑functionally in a fast‑moving environment.

Required skills

• GPS/GNSS
• Precise localization
• Geospatial infrastructure
• Distributed infrastructure
• Network operations monitoring
• Alerting systems
• Incident response
• Root‑cause analysis
• Metrics definition
• Automation tooling