Network Customer Support Engineer
RemoteAustralia
Job Summary
Own the customer experience for Point One's correction network by personally managing high-impact technical support cases and collaborating with engineering to resolve complex incidents. Identify emerging issues, define ticket taxonomies, and implement systems that enable scalable network operations and support functions. Liaise between Engineering, Network Operations, and FAE teams to diagnose problems, ensure clear communication during investigations, and model best-in-class troubleshooting practices. Surface operational insights by analyzing support tickets and network events to drive continuous improvement and provide leadership visibility into reliability trends. Train and mentor the team on troubleshooting methodology while establishing clear expectations for technical depth and responsiveness.
Required Qualifications
- 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
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