Player-Coach Network Support Engineer (Bilingual)

Academic Key; Zürich; Hybrid; CHF 90,000 - 120,000; Full time

Job summary

Point One Navigation in Zürich, Paris or Munich seeks a Network Customer Support Engineer to own the customer experience tied to the reliability and health of the correction network. This player-coach role blends hands-on troubleshooting with leading operational systems and processes to scale support as the network grows.

Responsibilities include incident analysis, collaboration with Engineering and FAEs, and delivering clear communication during investigations.

Qualifications

• Fluency in two European languages in addition to English.
• 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.

Responsibilities

• 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.
• 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
• 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.

Skills

Fluent English

Multilingual (2 European languages)

Technical troubleshooting

Customer communication

Incident response

Job description

Point One Navigation in Zürich, Paris or Munich seeks a Network Customer Support Engineer to own the customer experience tied to the reliability and health of the correction network. This player-coach role blends hands-on troubleshooting with leading operational systems and processes to scale support as the network grows.

Responsibilities include incident analysis, collaboration with Engineering and FAEs, and delivering clear communication during investigations.