About the job
About Us
At Point One Navigation, we are pioneering the next generation of precise location technologies. Our goal is to create a cohesive location platform that enhances autonomy, safety, and operational efficiency across various sectors, from robotics to transportation. Our dynamic and collaborative team excels at tackling intricate challenges, moving swiftly, and making a significant impact.
Role Outcome
As the Technical Support Team Lead, you will take charge of the quality, efficiency, and scalability of our customer support operations. This position is a player-coach role, where you will manage complex technical support issues while simultaneously developing the systems, processes, and insights necessary to scale our support as we expand.
Success in this Role Means:
Rapid and effective resolution of customer issues, prioritizing speed and ensuring a positive experience.
The organization maintains ongoing visibility into customer challenges, feature requests, and satisfaction levels.
Leadership can make data-driven product and prioritization decisions based on real customer feedback rather than anecdotal evidence.
Immediate Focus Areas
Deliver Exceptional Technical Support
Manage a substantial volume of customer support tickets, focusing on speed, accuracy, and customer confidence.
Provide consistent, high-quality communication with customers, setting clear expectations and delivering timely updates throughout the support process.
Demonstrate best-in-class technical support practices through active participation and leading by example.
Collaborate closely with Field Application Engineers (FAEs) and Network Operations to resolve issues efficiently and keep customers informed.
Establish a Scalable Support Framework
Create and implement a support ticket taxonomy that accurately reflects customer use cases, technical complexity, and urgency.
Develop key support metrics (e.g., response time, resolution time, backlog health) and generate simple, actionable reports.
Document standard operating procedures, escalation paths, and ownership models to ensure consistency without excessive bureaucracy.

