Network Customer Support Engineer

<p style="min-height:1.5em">Location: Zurich, Paris or Munich</p><p style="min-height:1.5em">Language: Fluency in a two European languages in addition to English.</p><p style="min-height:1.5em"></p><h2><strong>About Us</strong></h2><p style="min-height:1.5em">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.</p><p style="min-height:1.5em"></p><h2><strong>Role Outcome</strong></h2><p style="min-height:1.5em">The Network Customer Support Engineer owns the customer support experience tied to the reliability, visibility, and operational health of Point One’s correction network.</p><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">Success in this role means:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Potential customer facing issues are identified and addressed before they impact customers.</p></li><li><p style="min-height:1.5em">When incidents do occur, they are resolved quickly with clear communication and strong root-cause analysis.</p></li><li><p style="min-height:1.5em">The organization has clear visibility into network health, operational trends, and customer friction.</p></li><li><p style="min-height:1.5em">A scalable network operations and support function is built as the company and network footprint grow.</p></li></ul><h2><strong>Immediate Areas of Focus</strong></h2><p style="min-height:1.5em">Own the customer experience of our Network</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Work with our Network Operations team to understand incidents that affect the customer experience</p></li><li><p style="min-height:1.5em">Identify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues.</p></li><li><p style="min-height:1.5em"> Understand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions.</p></li></ul><p style="min-height:1.5em">Deliver High-Quality Technical Support</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Liaison between Engineering, Network Operations and FAE and FDE team to support the customer.</p></li><li><p style="min-height:1.5em">Personally manage high-impact or technically complex support cases.</p></li><li><p style="min-height:1.5em">Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers.</p></li><li><p style="min-height:1.5em">Ensure customers receive clear, confident communication during investigations and incidents.</p></li><li><p style="min-height:1.5em">Model best-in-class technical troubleshooting and customer engagement practices for the team.</p></li></ul><p style="min-height:1.5em">Build the Foundation for a Scalable Operations &amp; Support Function</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Design and implement systems that enable both network operations and customer support to scale.</p></li><li><p style="min-height:1.5em">Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact.</p></li><li><p style="min-height:1.5em">Support Network Ops team on operational metrics such as:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Network uptime and availability</p></li><li><p style="min-height:1.5em">Incident response and resolution times</p></li><li><p style="min-height:1.5em">Support response and resolution times</p></li><li><p style="min-height:1.5em">Alert quality and monitoring coverage</p></li><li><p style="min-height:1.5em">Document operational procedures, escalation paths, and ownership models.</p></li></ul></li><li><p style="min-height:1.5em">Develop automation and tooling to reduce manual work and improve operational efficiency.</p></li></ul><p style="min-height:1.5em">Surface Operational and Customer Insights</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Identify patterns across support tickets, network events, and operational data.</p></li><li><p style="min-height:1.5em">Translate operational signals into actionable insights for Product and Engineering.</p></li><li><p style="min-height:1.5em">Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized.</p></li><li><p style="min-height:1.5em">Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction.</p></li></ul><p style="min-height:1.5em">Establish Visibility Into Customer Experience</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Define and implement the right metrics for understanding customer experience and operational impact.</p></li><li><p style="min-height:1.5em">Establish mechanisms to collect structured customer feedback without creating noise.</p></li><li><p style="min-height:1.5em">Use both operational data and customer feedback to drive continuous improvement.</p></li></ul><p style="min-height:1.5em">Coach and Develop the Operations &amp; Support Function</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Act as a player-coach, leading through hands-on operational work while building the foundations of the team.</p></li><li><p style="min-height:1.5em">Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication.</p></li><li><p style="min-height:1.5em">Establish clear expectations for technical depth, ownership, and responsiveness.</p></li><li><p style="min-height:1.5em">Continuously raise the operational and support bar as the team grows.</p></li></ul><h2><strong>Qualifications</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">Fluency in a two European languages in addition to English.</p></li><li><p style="min-height:1.5em">Experience in a player-coach technical operations or support role where you owned both hands-on troubleshooting and operational systems.</p></li><li><p style="min-height:1.5em">Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, or closely related domains (robotics, autonomy, embedded systems, positioning technologies).</p></li><li><p style="min-height:1.5em">Experience operating or supporting distributed infrastructure or network-based systems.</p></li><li><p style="min-height:1.5em">Demonstrated ability to build or significantly improve monitoring, alerting, and operational processes.</p></li><li><p style="min-height:1.5em">Proven experience troubleshooting complex technical systems and working directly with customers.</p></li><li><p style="min-height:1.5em">Experience conducting incident response and root cause analysis.</p></li><li><p style="min-height:1.5em">Ability to define metrics, processes, and documentation without over-engineering.</p></li><li><p style="min-height:1.5em">Comfort working cross-functionally with Engineering, Product, and Go-To-Market teams in a fast-moving environment.</p></li><li><p style="min-height:1.5em">Bias toward ownership, operational excellence, and continuous improvement.</p></li></ul><p style="min-height:1.5em"></p><h2><strong>Our Cultural Foundation</strong></h2><p style="min-height:1.5em">At Point One, our cultural and operating design is built around one guiding principle: we must move with <strong>extreme speed and efficiency of effort</strong> to stay in a leadership position.</p><p style="min-height:1.5em">This environment gives people a <strong>high level of autonomy and the ability to make a real impact</strong>. 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.</p><p style="min-height:1.5em">That said, growth only comes from delivering in the present. What matters most is the <strong>job to be done today</strong>, 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.</p><p style="min-height:1.5em">We think about our culture in two dimensions:</p><p style="min-height:1.5em"></p><h2><strong>How We Show Up Every Day</strong></h2><p style="min-height:1.5em">These are the behaviors we expect every team member to bring to work — the foundation of being a consummate, high-output teammate:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Trust / Assume Best Intent</strong> — 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.<br /></p></li><li><p style="min-height:1.5em"><strong>High Output, Action Oriented</strong> — 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.<br /></p></li><li><p style="min-height:1.5em"><strong>Divine Discontent</strong> — 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.<br /></p></li><li><p style="min-height:1.5em"><strong>No Ego, One Team</strong> — Collaboration without ego creates leverage. When we win as one team, we eliminate friction and move faster together.<br /></p></li><li><p style="min-height:1.5em"><strong>Self Accountability</strong> — 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.</p></li></ul><h2><strong>Operating Principles</strong></h2><p style="min-height:1.5em">These are the systems and norms that amplify speed and efficiency at the company level:</p><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Edge Innovation</strong> — We bias toward action over approval. Experiment, decide, and move — failure is just a step toward faster learning.<br /></p></li><li><p style="min-height:1.5em"><strong>No Hierarchies</strong> — We practice self-prioritization and go direct to the source. Flattening layers reduces drag and maximizes autonomy.<br /></p></li><li><p style="min-height:1.5em"><strong>Customer Experience First</strong> — 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.</p></li></ul><p style="min-height:1.5em">If 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.</p><p>Find <a href="https://www.arbeitnow.ch">Jobs in Switzerland</a> on Arbeitnow</a>