Network Customer Support Engineer

Location: Australia Language: Must speak fluent Mandarin ABOUT US 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. We are a high-performance, high-collaboration team that thrives on solving complex problems, moving fast, and delivering impact. ROLE OUTCOME The Network Customer Support Engineer owns the customer support experience tied to the reliability, visibility, and operational health of Point One’s correction network. This is a player-coach role. You will personally handle complex technical support cases while also leading the operational systems, monitoring, and processes that ensure the network performs reliably at scale. Success in this role means: - Potential customer facing issues are identified and addressed before they impact customers. - When incidents do occur, they are resolved quickly with clear communication and strong root-cause analysis. - The organization has clear visibility into network health, operational trends, and customer friction. - A scalable network operations and support function is built as the company and network footprint grow. IMMEDIATE AREAS OF FOCUS Own the customer experience of our Network - Work with our Network Operations team to understand incidents that affect the customer experience - Identify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues. - Understand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions. Deliver High-Quality Technical Support - Liaison between Engineering, Network Operations and FAE and FDE team to support the customer. - Personally manage high-impact or technically complex support cases. - Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers. - Ensure customers receive clear, confident communication during investigations and incidents. - Model best-in-class technical troubleshooting and customer engagement practices for the team. Build the Foundation for a Scalable Operations & Support Function - Design and implement systems that enable both network operations and customer support to scale. - Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact. - Support Network Ops team on operational metrics such as: - Network uptime and availability - Incident response and resolution times - Support response and resolution times - Alert quality and monitoring coverage - Document operational procedures, escalation paths, and ownership models. - Develop automation and tooling to reduce manual work and improve operational efficiency. Surface Operational and Customer Insights - Identify patterns across support tickets, network events, and operational data. - Translate operational signals into actionable insights for Product and Engineering. - Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized. - Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction. Establish Visibility Into Customer Experience - Define and implement the right metrics for understanding customer experience and operational impact. - Establish mechanisms to collect structured customer feedback without creating noise. - Use both operational data and customer feedback to drive continuous improvement. Coach and Develop the Operations & Support Function - Act as a player-coach, leading through hands-on operational work while building the foundations of the team. - Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication. - Establish clear expectations for technical depth, ownership, and responsiveness. - Continuo…