Remote Technical Support Associate

Summary

Join SpaceX as a Technical Support Associate (Starlink) and be part of the revolutionary satellite constellation that delivers low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will ensure customers have an exceptional overall experience by triaging, troubleshooting, and resolving technical customer issues.

Requirements

• High school diploma or equivalency certificate
• 1+ years of experience in a front-line technical support role diagnosing, troubleshooting, or repairing technology products

Responsibilities

• Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within SpaceX
• Provide technical support to customers using hardware, software, and network expertise
• Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business
• Collaborate with internal teams, including the Network and Software teams, to create and improve troubleshooting workflows and monitoring tools and resolve technical root cause issues
• Create and maintain internal Knowledge Base & Help Center collateral
• Test different releases of software and hardware configurations to detect and solve current and future customer issues
• Debug and root cause hardware and software issues
• Troubleshoot application/hardware issues

Preferred Qualifications

• Excellent problem-solving skills
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into simple explanations
• Strong attention to detail and time management skills
• Demonstrated experience in high-growth, fast-paced environment
• Technical aptitude - experience with networking, hardware troubleshooting, software development, etc
• Experience configuring and troubleshooting Windows, Linux, iOS, etc
• Experience actively using and learning about consumer electronics
• Experience debugging Wi-Fi and router functions
• Experience using SQL in a work environment
• Written/verbal business fluency in Spanish, German, French, Portuguese, Greek, Italian, and/or Ukrainian

Benefits

• Pay Range: Technical Support Associate/Level 1: $27.00/hour Technical Support Associate/Level 2: $29.50/hour
• Comprehensive medical, vision, and dental coverage
• Access to a 401(k) retirement plan
• Short and long-term disability insurance
• Life insurance
• Paid parental leave
• 3 weeks of paid vacation
• 10 or more paid holidays per year