Network Customer Support Engineer

• 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

• 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

• High level of autonomy
• Ability to make a real impact
• Opportunities for advancement and growth
• Professional and personal growth opportunities
• Promotion-from-within culture