Technical Support Associate, Bilingual (Starlink)

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 ofenabling human life on Mars.

TECHNICAL SUPPORT ASSOCIATE STARLINK

Starlink our revolutionary satellite constellation will deliver lowlatency broadband internet worldwide. As an early member of the Starlink Customer Support team you will be the face of Starlink to our customers ensuring they have an exceptional overall experience.

In this role you will triage troubleshoot and resolve technical customer issues. You will analyze trends identify gaps and design simple effective support interventions that improve our customers experience. Were looking for excellent problem solvers who move quickly and proactively and are obsessed with the success of our customers. This role is ideal for someone looking to join a scrappy earlystage Support team and set the tone for how we help our 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 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.

BASIC QUALIFICATIONS:

• High school diploma or equivalency certificate.
• 1 years of experience in a frontlines technical support role diagnosing troubleshooting or repairing technology products.
• Fluent in English and one of the following languages: Arabic Azerbaijani Croatian Czech Dutch French Georgian German Greek Hebrew Indonesian Italian Japanese Korean Malay Norwegian Polish Portuguese Romanian Slovak Spanish Swedish Swahili Tagalog Turkish and/or Ukrainian.

PREFERRED SKILLS AND EXPERIENCE:

• Excellent problemsolving skills.
• Excellent written and verbal communication skills. Talking with others comes naturally you derive satisfaction from resolving theirissues and you can distill complex concepts into simple explanations.
• Strong attention to detail and time management skills.
• Demonstrated experience in highgrowth fastpaced 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 WiFi and router functions.
• Experience using SQL in a work environment.

ADDITIONAL REQUIREMENTS:

• Must be available to work scheduled shifts including holidays.
• Must be available to work overtime hours and/or weekends as needed.
• This is not a remote position and will require relocation if not already local to the Hawthorne CA area.
• Must be available to attend 1 week of training Monday Friday 9:00 AM5:30 PM and then 1 of the following assigned shifts:
• Shift Alpha: Sunday Thursday 10:00 PM 8:30 AM PST
• Shift Echo: Friday Monday 1:30 PM 12:00 AM PST

COMPENSATION AND BENEFITS:

Pay Range:

Technical Support Associate/Level 1: $30.00/hour

Technical Support Associate/Level 2: $32.00/hour

Technical Support Associate/Level 3: $35.00/hour

Your actual level and base salary will be determined on a casebycase basis and may vary based on the following considerations: jobrelated 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 longterm incentives in the form of company stock stock options or longterm 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 longterm 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.

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 SpaceXs Affirmative Action Plan for veterans and individuals with disabilities or applicants requiring reasonable accommodation to the application/interview process should reach out to.