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Point One Navigation is building a unified location platform for precise positioning across robotics, transportation, and autonomous systems. This is a player-coach role combining hands-on technical support with operational leadership.
You will own the customer support experience tied to the reliability and operational health of Point One's correction network. This means personally handling complex technical support cases while building the operational systems, monitoring, and processes that ensure the network performs reliably at scale.
Key responsibilities include:
- Own the customer experience of the network by working with Network Operations to understand and resolve incidents, identify emerging issues, and contribute to metrics and dashboards.
- Deliver high-quality technical support by liaising between Engineering, Network Operations, and field teams; personally managing high-impact cases; and ensuring clear customer communication during investigations.
- Build scalable operations and support functions by designing systems, defining support taxonomies, establishing operational metrics (uptime, incident response times, alert quality), and developing automation to reduce manual work.
- Surface operational and customer insights by identifying patterns across support tickets and network events, translating signals into actionable insights for Product and Engineering, and creating reporting for leadership visibility.
- Establish visibility into customer experience by defining metrics, collecting structured feedback, and using operational data to drive continuous improvement.
- Coach and develop the operations and support function as a player-coach, training support engineers on troubleshooting, operational awareness, and customer communication while raising the bar as the team grows.
Point One's culture emphasizes extreme speed and efficiency, high autonomy, internal promotion, trust, action orientation, and customer-first optimization. The company operates with flat hierarchies and bias toward experimentation.
Requirements:
- Fluency in two European languages in addition to English.
- Experience in a player-coach technical operations or support role with hands-on troubleshooting and operational systems ownership.
- Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, robotics, autonomy, embedded systems, or 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.
