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Account Executive

• Strong focus on sales execution with speed and efficiency from lead management through successful deal closure
• Driving pipeline building and progress deals
• Conducting discovery conversations to understand prospect needs and qualify opportunities
• Building up GNSS product knowledge
• Build strong working relationships with prospect stakeholders (across both technical and business teams) while partnering internally with support, technical, revenue ops, and senior leadership to drive deals forward
• Ability to learn and leverage CRM and sales tools
• Ability to navigate complex negotiations partnering with procurement teams

Sales Account Executive

Support Engineer

• Owns the quality, speed, and scalability of Point One’s customer support experience.
• 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.

Sales Account Executive

Technical Support Team Lead