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Technical Support Associate (Starlink) - Aviation

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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.

Base salary is just one part of your total rewards package at SpaceX. You may also be eligible for long-term incentives, in the form of company stock, stock options, or long-term cash awards, as well as potential discretionary bonuses and the ability to purchase additional stock at a discount through an Employee Stock Purchase Plan. You will also receive access to comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short and long-term disability insurance, life insurance, paid parental leave, and various other discounts and perks. You may also accrue 3 weeks of paid vacation and will be eligible for 10 or more paid holidays per year. Washington State accrues paid sick time in compliance with state and federal law. Company shuttles are offered to employees for round-trip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday.

ITAR REQUIREMENTS:

  • To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.

SpaceX is an Equal Opportunity Employer; employment with SpaceX is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.

Applicants wishing to view a copy of SpaceX’s Affirmative Action Plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to EEOCompliance@spacex.com.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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