Network Customer Support Engineer

This is a fully remote position, open to applicants in Australia.

📋 Description

• Take charge of the customer experience within our Network.

• Collaborate with our Network Operations team to comprehend incidents impacting the customer experience.

• Recognize emerging issues and partner with engineering and manufacturing teams to understand and facilitate their resolution.

• Familiarize yourself with available metrics and dashboards, contributing to the development of tools aimed at the targeted resolution of customer inquiries.

• Personally oversee high-impact or technically intricate support cases.

• Work closely with FAEs, Product, and Engineering teams to diagnose problems and communicate resolutions to customers.

• Ensure that customers receive clear and confident communication throughout investigations and incidents.

• Exemplify best-in-class technical troubleshooting and customer engagement practices for the team.

• Design and implement systems that enable network operations and customer support to scale effectively.

• Establish a support ticket taxonomy that accurately reflects customer use cases, technical complexity, and operational impact.

• Document operational procedures, escalation paths, and ownership models.

• Develop automation and tools to minimize manual work and enhance operational efficiency.

• Identify trends across support tickets, network events, and operational data.

• Convert operational signals into actionable insights for Product and Engineering teams.

• Ensure that recurring issues and infrastructure gaps are clearly identified and prioritized.

• Create concise reporting that provides leadership with visibility into network reliability, operational trends, and customer friction.

• Define and implement appropriate metrics for assessing customer experience and operational impact.

• Establish methods to gather structured customer feedback while minimizing noise.

• Utilize both operational data and customer feedback to foster continuous improvement.

• Act as a player-coach, leading through hands-on operational work while laying the groundwork for the team.

• Provide training and mentorship to support engineers on troubleshooting techniques, operational awareness, and effective customer communication.

⛳️ Requirements

• Must be fluent in Mandarin.

• Experience in a player-coach role within technical operations or support, where you managed both hands-on troubleshooting and operational systems.

• Strong technical expertise in GPS/GNSS, precise localization, geospatial infrastructure, or closely related fields (robotics, autonomy, embedded systems, positioning technologies).

• Experience in operating or supporting distributed infrastructure or network-based systems.

• Proven ability to build or substantially enhance monitoring, alerting, and operational processes.

• Demonstrated experience in troubleshooting complex technical systems and engaging directly with customers.

• Experience in incident response and root cause analysis.

• Ability to define metrics, processes, and documentation without over-engineering.

• Comfort in working cross-functionally with Engineering, Product, and Go-To-Market teams in a dynamic environment.

• Strong inclination towards ownership, operational excellence, and continuous improvement.

🏝️ Benefits

• Health insurance.

• 401(k).

• Paid time off.

• Options for remote work.

• Opportunities for professional development.