Network Customer Support Engineer

Description

The company is building a unified location platform for autonomy, safety and efficiency across industries such as robotics and transportation. The team is small, high-performance and works closely together on hard problems.

This is a player-coach role that owns the customer support experience for the company's correction network, covering its reliability, visibility and day-to-day operational health. You will handle complex support cases yourself while building the monitoring, operations processes and systems that keep the network reliable as it grows.

Success means customer issues are caught before they affect customers, incidents are resolved fast with clear communication and solid root-cause analysis, leadership can see network health, operational trends and customer friction, and a scalable network operations and support function exists as the company and network footprint expand.

Early focus areas include owning the customer experience of the network, working with Network Operations on incidents that affect customers, identifying emerging problems with engineering and manufacturing, and understanding and improving the metrics and dashboards used to answer customer questions.

Responsibilities

• Act as the link between Engineering, Network Operations, and the FAE and FDE teams when supporting customers.
• Take personal ownership of high-impact and technically complex support cases.
• Work with FAEs, Product and Engineering to diagnose problems and confirm resolution with customers.
• Keep customers informed with clear, confident updates during investigations and incidents.
• Set the standard for technical troubleshooting and customer engagement across the team.
• Help Network Operations track uptime, availability, incident response and resolution times, support response and resolution times, alert quality and monitoring coverage.
• Design a support ticket taxonomy based on customer use cases, technical complexity and operational impact.
• Build systems that let network operations and customer support scale.
• Write down operational procedures, escalation paths and ownership models.
• Build automation and tools that cut manual work and improve operational efficiency.
• Find patterns across support tickets, network events and operational data, and turn them into actionable insights for Product and Engineering.
• Make sure recurring issues and infrastructure gaps are surfaced and prioritized.
• Produce lightweight reports that show leadership network reliability, operational trends and customer friction.
• Define and implement metrics for customer experience and operational impact.
• Set up structured ways to collect customer feedback without flooding anyone with noise.
• Use operational data and customer feedback together to drive continuous improvement.
• Lead by doing hands-on operational work while building the team, training and mentoring support engineers in troubleshooting, operational awareness and customer communication, setting clear expectations for technical depth, ownership and responsiveness, and raising the bar as the team grows.

Requirements

• Fluency in two European languages besides English.
• Experience in a player-coach technical operations or support role, owning both hands-on troubleshooting and operational systems.
• Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure or closely related areas such as robotics, autonomy, embedded systems or positioning technologies.
• Experience operating or supporting distributed infrastructure or network-based systems.
• Track record of building or significantly improving monitoring, alerting and operational processes.
• Proven experience troubleshooting complex technical systems while working directly with customers.
• Experience running incident response and root-cause analysis.
• Ability to define metrics, processes and documentation without over-engineering them.
• Comfortable working across Engineering, Product and Go-To-Market teams in a fast-moving environment.
• Strong sense of ownership, operational excellence and continuous improvement.

Conditions

Language: fluency in two European languages besides English is required.