Technical Support Associate (Starlink) - Aviation

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars.

TECHNICAL SUPPORT ASSOCIATE (STARLINK) - AVIATION 

SpaceX is leveraging its experience building rockets and spacecraft to deploy Starlink, the world’s most advanced broadband internet system and largest satellite constellation. We provide fast, reliable internet to millions of users worldwide, including populations with little or no connectivity, rural communities, aircraft, watercraft, and places where existing services are too expensive or unreliable.  

The Starlink Aviation team is developing mobility solutions for aircraft that will connect to the Starlink constellation and provide an amazing in-flight customer experience. 

As a Technical Support Associate - Aviation, you will triage, troubleshoot, and resolve technical aviation issues experienced by customers. You will support activations, investigations, and identify gaps to improve our customers' experience. We're looking for excellent problem solvers who move quickly, proactively, and are obsessed with the success of our aviation customers. 

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 Aviation Specialists and Engineering, to create and improve troubleshooting workflows and monitoring tools and resolve technical root cause issues
• Create and maintain internal Knowledge Base & Help Center collateral
• Debug and root cause hardware and software issues
• Troubleshoot application/hardware issues 

BASIC QUALIFICATIONS: 

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

PREFERRED SKILLS AND EXPERIENCE: 

• 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
• 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
• Written/verbal business fluency in Spanish, German, French, Portuguese, Greek, Italian, and/or Ukrainian 

ADDITIONAL REQUIREMENTS: 

• Must be available to work scheduled shifts, including holidays
• This is not a remote position and will require relocation if not already local to the  Woodinville, WA area
• Must be available for one of the following shifts:
  • Shift Alpha: Mon-Thu 12:00AM – 10:30AM PST
  • Shift Bravo: Mon-Thu 10:30AM – 9:00PM PST
  • Shift Charlie: Thu-Mon 12:00AM – 10:30AM PST
  • Shift Delta: Fri-Mon 6:00AM – 4:30PM PST
  • Shift Echo: Fri-Mon 1:30PM – 12:00AM PST
  • Shift Falcon: Tue-Fri 6:00AM – 4:30PM PST 

COMPENSATION AND BENEFITS:     
     
Pay range:     
Technical Support Associate/Level 1: $29.00/hour     
Technical Support Associate/Level 2: $31.50/hour 
Technical Support Associate/Level 3: $34.50/hour  
     
Your actual level and base salary will be determined on a case-by-case basis and may vary based on the following considerations: job-related knowledge and skills, education, and experience.