Network Customer Support Engineer

Point One Navigation, Inc.; Zürich; Sur place; CHF 120 000 - 160 000; Plein temps

Résumé du poste

Point One Navigation is seeking a Network Customer Support Engineer to own the customer experience tied to the reliability, visibility, and operational health of our correction network. This player-coach role combines hands-on case work with building scalable support processes.

You’ll collaborate with Engineering, Network Operations, and FAEs to diagnose issues, communicate clearly with customers during investigations, and design tools to improve network reliability at scale.

Description du poste

Location: Zurich, Paris or Munich

Language: Fluency in a two European languages in addition to English.

About UsPoint 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 OutcomeThe 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 FocusOwn 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