Technical Support Team Lead
About Us
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 fast, and delivering impact.
Role Outcome
The Support Lead owns the quality, speed, and scalability of Point One’s customer support experience. This is a player-coach role: you will personally handle complex technical support cases while simultaneously designing the foundational systems, processes, and insights that enable us to scale support as the business grows.
Success in this role means:
Ensure customer issues are resolved quickly and effectively, optimizing for speed to resolution and a positive customer experience.
The broader organization has continuous, structured visibility into customer friction, feature demand, and satisfaction.
Leadership can make informed product and prioritization decisions grounded in real customer data, not anecdotes.
Immediate Areas of Focus
Deliver High-Quality Technical Support
Personally manage a meaningful volume of customer support tickets, prioritizing speed, accuracy, and customer confidence.
Ensure consistent, high-quality customer communication, setting expectations and providing timely updates throughout the support lifecycle.
Model best-in-class technical support practices for the team through hands-on participation and leadership by example.
Partner closely with FAEs and/or Network Operations to resolve issues efficiently and close the loop with customers.
Build the Foundation for a Scalable Support Function
Define and implement a support ticket taxonomy that reflects customer use cases, technical complexity, and urgency.
Establish core support metrics (e.g., response time, resolution time, backlog health) and build simple, actionable reporting.
Document standard operating procedures, escalation paths, and ownership models that enable consistency without bureaucracy.
Define the initial scope and structure of the customer knowledge base, including what content exists, what’s missing, and how it stays current.
Leverage emerging technologies (automation, AI-assisted tooling, internal dashboards) to increase support efficiency and reduce repetitive work.
Surface Customer Insights Across the Company
Identify patterns, recurring issues, feature requests, and friction points across support interactions.
Create a lightweight process for surfacing customer patterns and insights
Ensure customer feedback informs prioritization, roadmap decisions, and quality improvements.
Establish Visibility Into Customer Satisfaction
Define which satisfaction metrics matter most (e.g., CSAT, NPS, or alternatives) and why.
Determine when and how surveys are sent to customers without creating noise or fatigue.
Establish an initial baseline of customer satisfaction and trends over time.
Translate qualitative and quantitative feedback into clear action items.
Coach and Develop the Support Function
Train and mentor new technical support representatives, setting clear expectations for technical depth, customer communication, and ownership.
Model best-in-class customer interactions through your own work.
Continuously raise the bar for support quality as the team grows.
Qualifications
Experience in a player-coach support role, owning both hands-on support and system/process design.
Strong technical background in GPS/GNSS, precise localization, or closely related domains (robotics, autonomy, embedded systems, or positioning technologies).
Proven customer-facing experience as a technical support with the ability to explain complex concepts clearly and confidently.
Experience standing up or significantly evolving an early-stage customer support function.
Ability to define metrics, processes, and documentation without over-engineering.
Demonstrated ability to train, mentor, and ramp technical support team members.
Comfort working cross-functionally across GTM, Product and Engineering in a fast-moving environment.
Bias toward action, ownership, and continuous improvement.
Our Cultural Foundation
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.
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.
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.
We think about our culture in two dimensions:
How We Show Up Every Day
These are the behaviors we expect every team member to bring to work — the foundation of being a consummate, high-output teammate:
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.
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.
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.
No Ego, One Team — Collaboration without ego creates leverage. When we win as one team, we eliminate friction and move faster together.
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 fast path to destroying trust.
Operating Principles
These are the systems and norms that amplify speed and efficiency at the company level:
Edge Innovation — We bias toward action over approval. Experiment, decide, and move — failure is just a step toward faster learning.
No Hierarchies — We practice self-prioritization and go direct to the source. Flattening layers reduces drag and maximizes autonomy.
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.
If this role sounds like a fit, we’d love to hear from you. Apply below and join us in shaping the future of precise location.