Network Customer Support Engineer

About the role

Point One Navigation builds a unified location platform for robotics, autonomy and transportation. As Network Customer Support Engineer, you own the customer support experience tied to the reliability, visibility and operational health of the company's correction network. This is a player-coach role: you personally handle complex technical support cases while leading the operational systems, monitoring and processes that keep the network reliable at scale. The role is based in Zurich, Paris or Munich.

Key responsibilities

• Own the customer experience of the network, work with Network Operations on incidents affecting customers, and identify emerging issues with engineering and manufacturing teams
• Deliver high-quality technical support: liaise between Engineering, Network Operations and FAE/FDE teams, manage complex support cases, and coach the team on troubleshooting and customer engagement
• Build a scalable operations and support function: design systems and a support ticket taxonomy, document procedures and escalation paths, and develop automation and tooling
• Track operational metrics such as network uptime, incident response times, alert quality and monitoring coverage, and surface patterns and recurring issues to Product and Engineering
• Define metrics and feedback mechanisms for customer experience, and create lightweight reporting for leadership
• Train and mentor support engineers on troubleshooting methodology, operational awareness and customer communication

Required profile

• Fluency in a second European language in addition to English
• Player-coach experience owning both hands-on troubleshooting and operational systems
• Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, robotics, autonomy, embedded systems or positioning technologies
• Experience with distributed infrastructure or network-based systems, incident response and root cause analysis
• Proven ability to troubleshoot complex systems and work directly with customers
• Comfort working cross-functionally with Engineering, Product and Go-To-Market teams