---
title: 'Network Customer Support Engineer at Point One Navigation Inc'
canonical: 'https://feeny.ai/job/network-customer-support-engineer-point-one-navigation-inc-australia-4ev2gb41jgrn'
type: 'job'
last_seen: '2026-09-06'
---

# Network Customer Support Engineer at Point One Navigation Inc

- **Company:** Point One Navigation Inc
- **Location:** Australia
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-31
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/point-one-navigation/4b6d32f5-597c-4e51-ac5d-87e9172739dd

## Job description

Location: Australia

Language: Must speak fluent Mandarin

## ABOUT US

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.

## ROLE OUTCOME

The Network Customer Support Engineer owns the customer support experience tied to the reliability, visibility, and operational health of Point One’s correction network.

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.

Success in this role means:

- Potential customer facing issues are identified and addressed before they impact customers.
- When incidents do occur, they are resolved quickly with clear communication and strong root-cause analysis.
- The organization has clear visibility into network health, operational trends, and customer friction.
- A scalable network operations and support function is built as the company and network footprint grow.

## IMMEDIATE AREAS OF FOCUS

Own the customer experience of our Network

- Work with our Network Operations team to understand incidents that affect the customer experience
- Identify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues.
- Understand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions.

Deliver High-Quality Technical Support

- Liaison between Engineering, Network Operations and FAE and FDE team to support the customer.
- Personally manage high-impact or technically complex support cases.
- Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers.
- Ensure customers receive clear, confident communication during investigations and incidents.
- Model best-in-class technical troubleshooting and customer engagement practices for the team.

Build the Foundation for a Scalable Operations & Support Function

- Design and implement systems that enable both network operations and customer support to scale.
- Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact.
- Support Network Ops team on operational metrics such as:
- Network uptime and availability
- Incident response and resolution times
- Support response and resolution times
- Alert quality and monitoring coverage
- Document operational procedures, escalation paths, and ownership models.
- Develop automation and tooling to reduce manual work and improve operational efficiency.

Surface Operational and Customer Insights

- Identify patterns across support tickets, network events, and operational data.
- Translate operational signals into actionable insights for Product and Engineering.
- Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized.
- Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction.

Establish Visibility Into Customer Experience

- Define and implement the right metrics for understanding customer experience and operational impact.
- Establish mechanisms to collect structured customer feedback without creating noise.
- Use both operational data and customer feedback to drive continuous improvement.

Coach and Develop the Operations & Support Function

- Act as a player-coach, leading through hands-on operational work while building the foundations of the team.
- Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication.
- Establish clear expectations for technical depth, ownership, and responsiveness.
- Continuously raise the operational and support bar as the team grows.

## QUALIFICATIONS

- Must speak fluent Mandarin
- Experience in a player-coach technical operations or support role where you owned both hands-on troubleshooting and operational systems.
- Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, or closely related domains (robotics, autonomy, embedded systems, positioning technologies).
- Experience operating or supporting distributed infrastructure or network-based systems.
- Demonstrated ability to build or significantly improve monitoring, alerting, and operational processes.
- Proven experience troubleshooting complex technical systems and working directly with customers.
- Experience conducting incident response and root cause analysis.
- Ability to define metrics, processes, and documentation without over-engineering.
- Comfort working cross-functionally with Engineering, Product, and Go-To-Market teams in a fast-moving environment.
- Bias toward ownership, operational excellence, and continuous improvement.

## OUR CULTURAL FOUNDATION

At 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.

This 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.

That 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.

We think about our culture in two dimensions:

## HOW WE SHOW UP EVERY DAY

These are the behaviors we expect every team member to bring to work — the foundation of being a consummate, high-output teammate:

- Trust / 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.
- High 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.
- Divine 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.
- No Ego, One Team — Collaboration without ego creates leverage. When we win as one team, we eliminate friction and move faster together.
- Self 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.

## OPERATING PRINCIPLES

These are the systems and norms that amplify speed and efficiency at the company level:

- Edge Innovation — We bias toward action over approval. Experiment, decide, and move — failure is just a step toward faster learning.
- No Hierarchies — We practice self-prioritization and go direct to the source. Flattening layers reduces drag and maximizes autonomy.
- Customer 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.

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.

## About Point One Navigation Inc

## Core Business
- **Primary industry**: Precision location technology / GNSS corrections infrastructure
- **Target customers**: B2B – autonomous vehicle OEMs, ADAS developers, drone manufacturers, robotics companies, precision agriculture firms, survey/construction operators, and defense contractors.
- **Mission or purpose**: “Empower the next generation of developers with reliable, easy to use precision location data.”

## Products & Services
- **RTK & SSR Corrections Network**: World’s largest professionally managed RTK corrections network offering centimeter-level accuracy with thousands of base stations; coverage in US, UK, EU, South Korea, Australia, New Zealand, Japan.
- **Positioning Engine (Atlas INS)**: Sensor fusion software that calculates device position with or without open sky, combining GNSS corrections with inertial data for robust performance in challenging environments (urban canyons, tunnels, extreme acceleration).
- **Point One API**: Modern GraphQL API for integrating location data into existing workflows, plus web applications for data visualization and management.
- **Reference Systems**: Industrial-grade hardware devices that work out of the box to accelerate development and deployment.

## Market Standing
- **Valuation/Market Cap**: Not disclosed (total funding $45M as of late 2025)
- **Key Metric**: Annual Revenue ~$3.8M (as of 2025); Total Funding $45M across 4 rounds
- **Notable Investors/Partners**: Khosla Ventures (led Series C), UP Partners (led Series A), IA Ventures, and others. Partners include ProStar (PointMan), Cyvl, Agra-GPS, AIM, Scythe, and a leading automotive manufacturer with a 5+ year relationship.
- **Growth Signals**: 22.2% YoY headcount growth (39 employees), 8 active job openings, expansion into defense and EU markets, 99% network uptime, 3,782 LinkedIn followers (+55% YoY).

## Competitive Advantages
- **Network scale & reliability**: Professionally managed network with thousands of base stations, actively monitored and remotely managed – delivering 99% uptime and centimeter accuracy.
- **Deep domain expertise**: Team with decades of experience from DARPA Urban Challenge, Coherent Navigation (Apple), JPL, MITRE, Trimble, Qualcomm, Uber, and Ford – top estimation and sensor fusion experts.
- **Full-stack solution**: Hardware, software (positioning engine, API), and corrections network – a complete, integrated platform rather than point solutions.
- **Dead reckoning capability**: Maintains accuracy even without open sky, critical for automotive, drones, and robotics in complex environments.

## Strategic Focus
- **Global coverage expansion**: Already present in US, UK, EU, Korea, Australia, New Zealand, Japan – likely scaling to more regions.
- **Defense & heavy machinery**: Active push into defense (Field Application Engineer – Defense, Sales Director – Defense) and autonomous heavy equipment (construction, mining).
- **Automotive & ADAS**: Long-standing partnerships with automotive OEMs for lane-level precision; private distribution of corrections for data security.
- **Ecosystem growth**: Building out API and developer tools to make precision location accessible to a wide range of integrators.

## Why Work Here
- **Culture & team**: Small, tight-knit team of passionate engineers, scientists, and designers solving hard technical problems. Background in robotics, IoT, autonomous vehicles, and GNSS. Employee rating 4.0/5.0 on LinkedIn (work-life 4.0, culture 4.0, career 4.0).
- **Work environment**: San Francisco HQ with hybrid presence; offices in France and Japan. Open roles include senior fullstack, staff embedded (C++), field application engineers, sales, and engineering leadership.
- **Notable perks**: Opportunity to work on cutting-edge precision navigation technology with real-world impact across automotive, robotics, agriculture, and defense. “We’re excited about the future of cars, robotics, and everything that moves.”
- **Growth trajectory**: Series C funding from Khosla Ventures, revenue growing, headcount expanding – early-stage enough for significant ownership and impact.

## Sources
1. [Point One Navigation – Official Site](https://pointonenav.com/)
2. [Point One Navigation – About / Company](https://pointonenav.com/company/)
3. [Point One Navigation – Careers Page](https://jobs.ashbyhq.com/point-one-navigation)
4. [LinkedIn Company Profile](https://www.linkedin.com/company/pointonenav)
5. [Craft.co Company Profile](https://craft.co/point-one-navigation)

## Other roles at Point One Navigation Inc

- [Director of Product](https://feeny.ai/job/director-of-product-point-one-navigation-inc-san-francisco-bgde4wdzg1p5) — San Francisco, CA
- [EMEA Regional Events Field Marketing Lead](https://feeny.ai/job/emea-regional-events-field-marketing-lead-point-one-navigation-inc-zurich-47dxvybh2yc3) — Zurich, Switzerland
- [Staff Platform Software Engineer](https://feeny.ai/job/staff-platform-software-engineer-point-one-navigation-inc-san-francisco-7rr82mp9m9xy) — San Francisco, CA
- [Account Executive](https://feeny.ai/job/account-executive-point-one-navigation-inc-zurich-z78w2079y523) — Zurich, Switzerland
- [Staff Network Backend Engineer](https://feeny.ai/job/staff-network-backend-engineer-point-one-navigation-inc-san-francisco-rktg5r175jaq) — San Francisco, CA
- [Senior DevOps Engineer](https://feeny.ai/job/senior-devops-engineer-point-one-navigation-inc-san-francisco-6v7wkf3ktx0m) — San Francisco, CA
- [Staff Computer Vision Engineer](https://feeny.ai/job/staff-computer-vision-engineer-point-one-navigation-inc-san-francisco-vhv8ha0mmkjx) — San Francisco, CA
- [Field Application Engineer (US)](https://feeny.ai/job/field-application-engineer-us-point-one-navigation-inc-united-states-b734pde0qj2s) — United States
- [Sales Account Executive](https://feeny.ai/job/sales-account-executive-point-one-navigation-inc-san-francisco-rnm6f8d3hpfx) — San Francisco, CA
- [Field Application Engineer (EU)](https://feeny.ai/job/field-application-engineer-eu-point-one-navigation-inc-zurich-g44y08cjba6m) — Zurich, Switzerland