Network Customer Support Engineer

Location: Remote within Australia

Company

hirify.global is building a unified precise-location platform for autonomy, safety, and efficiency across robotics, transportation, and related industries.

What you will do

• Own the customer support experience for the correction network, including reliability, visibility, and operational health.
• Manage high-impact and technically complex support cases and coordinate resolution with Engineering, Network Operations, FAEs, FDEs, Product, and Manufacturing.
• Identify emerging network issues, lead incident response, conduct root-cause analysis, and maintain clear customer communication.
• Design scalable monitoring, alerting, ticket-taxonomy, escalation, documentation, and operational processes.
• Define metrics and reporting for uptime, availability, incident response, support performance, alert quality, and customer friction.
• Mentor support engineers and help build the operations and support function as the network grows.

Requirements

• Fluent Mandarin is required.
• Experience in a player-coach technical operations or support role combining hands-on troubleshooting with operational systems ownership.
• Strong technical background in GPS/GNSS, precise localization, geospatial infrastructure, robotics, autonomy, embedded systems, or positioning technologies.
• Experience operating or supporting distributed infrastructure or network-based systems.
• Experience improving monitoring, alerting, operational processes, incident response, and root-cause analysis.
• Ability to work directly with customers and cross-functionally with Engineering, Product, and Go-to-Market teams.

Culture & Benefits

• High autonomy and the opportunity to make a direct impact.
• Fast-moving, action-oriented environment focused on speed and efficiency.
• Emphasis on trust, accountability, continuous improvement, and collaborative teamwork.
• Flat organizational structure with direct communication and self-prioritization.
• Opportunities for professional growth and advancement through internal promotion.