Network Customer Support Engineer

Role Overview

• 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
• 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
• 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
• Document operational procedures, escalation paths, and ownership models
• Develop automation and tooling to reduce manual work and improve operational efficiency
• 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
• 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
• 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

Requirements

• 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.

Tech Stack

• Go

Benefits

• Health insurance
• 401(k)
• Paid time off
• Remote work options
• Professional development opportunities