{"id":165286,"url":"https://alion.io/job/point-one-navigation-network-customer-support-engineer","title":"Network Customer Support Engineer","company":{"id":58744,"name":"Point One Navigation","domain":"pointonenav.com","url":"https://alion.io/company/point-one-navigation","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"C","score":62,"open_postings":11,"ghost_share":0.636,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-16T05:45:00Z"}},"role":"Networking","role_family":"Networking","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":[],"countries":[],"hiring_countries":["AU"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-11T05:17:06Z","employer_posted_date":"2026-08-31","last_verified_at":"2026-10-16T19:17:05Z","board_verified":true,"closed_at":null,"days_open":97,"trust":{"level":"ghost","repost_count":0,"flags":["stale","company_stale"],"days_open":96},"description":"Location: Australia\nLanguage: Must speak fluent Mandarin\nAbout Us\nPoint 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.\nRole Outcome\nThe Network Customer Support Engineer owns the customer support experience tied to the reliability, visibility, and operational health of Point One’s correction network.\nThis 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.\nSuccess in this role means:\nPotential customer facing issues are identified and addressed before they impact customers.\n\nWhen incidents do occur, they are resolved quickly with clear communication and strong root-cause analysis.\n\nThe organization has clear visibility into network health, operational trends, and customer friction.\n\nA scalable network operations and support function is built as the company and network footprint grow.\n\nImmediate Areas of Focus\nOwn the customer experience of our Network\nWork with our Network Operations team to understand incidents that affect the customer experience\n\nIdentify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues.\n\nUnderstand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions.\n\nDeliver High-Quality Technical Support\nLiaison between Engineering, Network Operations and FAE and FDE team to support the customer.\n\nPersonally manage high-impact or technically complex support cases.\n\nPartner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers.\n\nEnsure customers receive clear, confident communication during investigations and incidents.\n\nModel best-in-class technical troubleshooting and customer engagement practices for the team.\n\nBuild the Foundation for a Scalable Operations & Support Function\nDesign and implement systems that enable both network operations and customer support to scale.\n\nDefine a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact.\n\nSupport Network Ops team on operational metrics such as:\nNetwork uptime and availability\n\nIncident response and resolution times\n\nSupport response and resolution times\n\nAlert quality and monitoring coverage\n\nDocument operational procedures, escalation paths, and ownership models.\n\nDevelop automation and tooling to reduce manual work and improve operational efficiency.\n\nSurface Operational and Customer Insights\nIdentify patterns across support tickets, network events, and operational data.\n\nTranslate operational signals into actionable insights for Product and Engineering.\n\nEnsure recurring issues and infrastructure gaps are clearly surfaced and prioritized.\n\nCreate lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction.\n\nEstablish Visibility Into Customer Experience\nDefine and implement the right metrics for understanding customer experience and operational impact.\n\nEstablish mechanisms to collect structured customer feedback without creating noise.\n\nUse both operational data and customer feedback to drive continuous improvement.\n\nCoach and Develop the Operations & Support Function\nAct as a player-coach, leading through hands-on operational work while building the foundations of the team.\n\nTrain and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication.\n\nEstablish clear expectations for technical depth, ownership, and responsiveness.\n\nContinuously raise the operational and support bar as the team grows.\n\nQualifications\nMust speak fluent Mandarin\n\nExperience in a player-coach technical operations or support role where you owned both hands-on troubleshooting and operational systems.\n\nStrong technical background in GPS/GNSS, precise localization, geospatial infrastructure, or closely related domains (robotics, autonomy, embedded systems, positioning technologies).\n\nExperience operating or supporting distributed infrastructure or network-based systems.\n\nDemonstrated ability to build or significantly improve monitoring, alerting, and operational processes.\n\nProven experience troubleshooting complex technical systems and working directly with customers.\n\nExperience conducting incident response and root cause analysis.\n\nAbility to define metrics, processes, and documentation without over-engineering.\n\nComfort working cross-functionally with Engineering, Product, and Go-To-Market teams in a fast-moving environment.\n\nBias toward ownership, operational excellence, and continuous improvement.\n\nOur Cultural Foundation\nAt Point One, our cultural and operating design is built around one guiding principle: we must move with extreme speed and efficiency of effort to stay in a leadership position.\nThis environment gives people a high level of autonomy and the ability to make a real impact. It also challenges every team member to grow - both professionally and personally. Because we focus on promoting from within rather than relying on external hiring, the opportunities for advancement are tremendous for those who seek them.\nThat said, growth only comes from delivering in the present. What matters most is the job to be done today, not the job you want tomorrow. When we all focus on today’s outcomes with excellence, the path to greater responsibility and growth naturally follows.\nWe think about our culture in two dimensions:\nHow We Show Up Every Day\nThese are the behaviors we expect every team member to bring to work - the foundation of being a consummate, high-output teammate:\nTrust / Assume Best Intent - Trust allows us to move fast. When we start from trust, we spend no time second-guessing or looking for ulterior motives and thus focus all our energy on acting.\n\nHigh Output, Action Oriented - Our default posture is “yes.” We bias toward action and deliver results quickly, knowing that speed and efficiency compound into impact as we unblock others around us.\n\nDivine Discontent - We’re never satisfied with the status quo and are self-motivated to improve ourselves, our work, and our company. We actively seek feedback in real-time to shorten improvement cycles.\n\nNo Ego, One Team - Collaboration without ego creates leverage. When we win as one team, we eliminate friction and move faster together.\n\nSelf Accountability - Taking ownership is the straightest line to learning, self-improvement, and correcting our course of action. And blaming others around us is a fast path to destroying trust.\n\nOperating Principles\nThese are the systems and norms that amplify speed and efficiency at the company level:\nEdge Innovation - We bias toward action over approval. Experiment, decide, and move - failure is just a step toward faster learning.\n\nNo Hierarchies - We practice self-prioritization and go direct to the source. Flattening layers reduces drag and maximizes autonomy.\n\nCustomer Experience First - We optimize for the end-to-end customer outcome, not functional or departmental efficiency. This focus cuts waste, aligns priorities, and ensures we spend effort where it matters most.\n\nIf this role sounds like a fit, we’d love to hear from you. Apply below and join us in shaping the future of precise location.","description_format":"text","description_chars":7670,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Satellite Navigation","Navigation & Mapping"],"lifecycle":[{"event":"open","at":"2026-07-11T05:17:06Z"}],"visa":[],"liveness":{"score":9,"band":"cold","label":"Long shot","p_open":1,"p_active":0.265,"p_room":0.35,"age_days":97,"expected_fill_days":38,"reasons":["conf:3","stale_co","ghost","win:tail"],"computed_at":"2026-10-16T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/point-one-navigation-network-customer-support-engineer","json_url":"https://alion.io/job/point-one-navigation-network-customer-support-engineer.json","meta":{"generated_at":"2026-10-16T20:30:11Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":1109,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":58744},"rest":"https://alion.io/mcp/rest/get_company?id=58744"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fpoint-one-navigation-network-customer-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fpoint-one-navigation-network-customer-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fpoint-one-navigation-network-customer-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/point-one-navigation-network-customer-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fpoint-one-navigation-network-customer-support-engineer"}]}