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Point One Navigation · 22 hours ago

Technical Support Team Lead

San Francisco, CA

Full-time

Onsite

Senior Level

Point One Navigation is building the future of precise location, delivering a unified location platform for various industries. The Technical Support Team Lead will manage complex technical support cases while designing systems and processes to scale customer support as the business grows.

AutomotiveAutonomous VehiclesIndustrial AutomationRobotics

Responsibilities

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

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

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

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

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

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

Qualification

GPS/GNSS expertiseTechnical support experienceSystem/process designCustomer satisfaction metricsTrainingMentoringAction-oriented mindsetContinuous improvementCross-functional collaboration

Required

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