Technical Support Team Lead
Point One Navigation
full-time
Posted on:
Location Type: Hybrid
Location: San Francisco • California • United States
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Job Level
About the role
- 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.
Requirements
- 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.
Benefits
- High level of autonomy and the ability to make a real impact
- Tremendous opportunities for advancement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer supporttechnical supportsupport ticket taxonomysupport metricscustomer knowledge baseautomationAI-assisted toolingprocess designGPSGNSS
Soft skills
customer communicationleadershipmentoringcross-functional collaborationproblem-solvingaction-orientedcontinuous improvementtrainingcustomer feedback analysisexpectation management