Job Description

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Location: Australia

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Language: Must speak fluent Mandarin

About Us n

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 quick, and delivering impact.

Role Outcome n

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

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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.

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Success in this role means:

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Potential customer facing issues are identified and addressed before they impact customers.

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When incidents do occur, they are resolved quickly with clear communication and strong root-cause analysis.

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The organization has clear visibility into network health, operational trends, and customer friction.

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A scalable network operations and support function is built as the company and network footprint grow.

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Immediate Areas of Focus n

Own the customer experience of our Network

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Work with our Network Operations team to understand incidents that affect the customer experience

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Identify emerging issues and collaborate with engineering and manufacturing teams to understand and support the resolution of those issues.

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Understand available metrics and dashboards and contribute to the development of these tools to allow for the targeted resolution of customer questions.

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Deliver High-Quality Technical Support

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Liaison between Engineering, Network Operations and FAE and FDE team to support the customer.

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Personally manage high-impact or technically complex support cases.

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Partner closely with FAEs, Product, and Engineering to diagnose issues and close the loop with customers.

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Ensure customers receive clear, confident communication during investigations and incidents.

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Model best-in-class technical troubleshooting and customer engagement practices for the team.

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Build the Foundation for a Scalable Operations & Support Function

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Design and implement systems that enable both network operations and customer support to scale.

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Define a support ticket taxonomy that reflects customer use cases, technical complexity, and operational impact.

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Support Network Ops team on operational metrics such as:

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Network uptime and availability

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Incident response and resolution times

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Support response and resolution times

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Alert quality and monitoring coverage

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Document operational procedures, escalation paths, and ownership models.

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Develop automation and tooling to reduce manual work and improve operational efficiency.

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Surface Operational and Customer Insights

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Identify patterns across support tickets, network events, and operational data.

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Translate operational signals into actionable insights for Product and Engineering.

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Ensure recurring issues and infrastructure gaps are clearly surfaced and prioritized.

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Create lightweight reporting that gives leadership visibility into network reliability, operational trends, and customer friction.

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Establish Visibility Into Customer Experience

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Define and implement the right metrics for understanding customer experience and operational impact.

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Establish mechanisms to collect structured customer feedback without creating noise.

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Use both operational data and customer feedback to drive continuous improvement.

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Coach and Develop the Operations & Support Function

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Act as a player-coach, leading through hands-on operational work while building the foundations of the team.

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Train and mentor support engineers on troubleshooting methodology, operational awareness, and customer communication.

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Establish clear expectations for technical depth, ownership, and responsiveness.

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Continuously raise the operational and support bar as the team grows.

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Qualifications n

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Must speak fluent Mandarin

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Experience in a player-coach technical operations or support role where you owned both hands-on troubleshooting and operational systems.

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Strong technical background in GPS/GNSS, accurate localization, geospatial infrastructure, or closely related domains (robotics, autonomy, embedded systems, positioning technologies).

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

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Demonstrated ability to build or significantly improve monitoring, alerting, and operational processes.

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Proven experience troubleshooting complex technical systems and working directly with customers.

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Experience conducting incident response and root cause analysis.

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Ability to define metrics, processes, and documentation without over-engineering.

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Comfort working cross-functionally with Engineering, Product,



and Go-To-Market teams in a fast-moving environment.

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Bias toward ownership, operational excellence, and continuous improvement.

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Our Cultural Foundation n

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.

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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.

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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.

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We think about our culture in two dimensions:

How We Show Up Every Day n

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

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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.

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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.

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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.

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

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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 rapid path to destroying trust.

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Operating Principles n

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

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Edge Innovation — We bias toward action over approval. Experiment, decide, and move — failure is just a step toward faster learning.

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No Hierarchies — We practice self-prioritization and go direct to the source. Flattening layers reduces drag and maximizes autonomy.

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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.

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📌 Network Customer Support Engineer (Sydney)
🏢 Navi AI
📍 Sydney