Network Customer Support Engineer

This is a fully remote position, open to applicants in Switzerland, +2 more countries.

📋 Description

• Take charge of the customer experience within Point One’s correction network.

• Collaborate with Network Operations to comprehend incidents that affect customers.

• Detect emerging issues and work alongside Engineering and Manufacturing for resolution.

• Utilize and contribute to metrics and dashboards aimed at resolving customer issues effectively.

• Serve as a liaison among Engineering, Network Operations, FAE, and FDE teams.

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

• Collaborate with FAEs, Product, and Engineering teams to diagnose issues and ensure customer communication is maintained.

• Provide clear and confident communication to customers during investigations and incidents.

• Design and implement systems for scalable network operations and customer support.

• Establish support ticket taxonomy, operational metrics, procedures, escalation paths, and ownership models.

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

• Identify patterns in support tickets, network events, and operational data.

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

• Generate reports on network reliability, operational trends, and customer friction.

• Define metrics for customer experience and operational impact.

• Create structured mechanisms for customer feedback.

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

• Elevate operational and support standards as the team expands.

⛳️ Requirements

• Proficiency in two European languages in addition to English.

• Experience in a player-coach technical operations or support role, responsible for hands-on troubleshooting and operational systems.

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

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

• Proven capability to build or significantly enhance monitoring, alerting, and operational processes.

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

• Experience in conducting incident response and root cause analysis.

• Ability to define metrics, processes, and documentation without unnecessary complexity.

• Comfort in working collaboratively with Engineering, Product, and Go-To-Market teams.

• A strong inclination towards ownership, operational excellence, and continuous improvement.

🏝️ Benefits

• A high degree of autonomy.

• The opportunity to make a meaningful impact.

• Opportunities for career advancement and growth.

• Professional and personal development opportunities.

• A culture that promotes internal promotions.