Technical Operations Engineer, Customer Success (Starlink)

TL;DR

Technical Operations Engineer, Customer Success (Starlink): Drive core user metrics and eliminate root causes of poor user experience across cross-functional teams with an accent on triaging issues in network, product, support, billing, and more. Focus on fixing processes, automating solutions, and serving as product manager for feature launches and software projects.

Location: Redmond, WA (onsite). ITAR: Must be U.S. citizen, national, lawful permanent resident (green card holder), refugee, or asylee.

Salary: $100,000 - $135,000 per year

Company

SpaceX is developing the Starlink satellite constellation to provide reliable, high-speed internet access worldwide.

What you will do

• Drive core user metrics including Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, and Customer Satisfaction Score.
• Triage, prioritize, and eliminate root causes of poor user experience cross-functionally across network, product, support, billing, and more.
• Fix, delete, automate, or create processes to resolve structural and emerging issues.
• Serve as product manager/project owner for feature launches and software automation projects.

Requirements

• Bachelor’s degree in an engineering discipline.
• 2+ years of professional experience in venture capital, management consulting, or operations/product management at a technology company.
• Available to work extended hours and weekends as needed; willingness to travel to customer sites, other SpaceX locations, and events.

Nice to have

• Experience in data analysis using Python, SQL, R, or similar.
• Demonstrated ability to dive deep into technical topics and parse complex subjects.
• Knowledge of software development life-cycle and release processes.
• Excellent verbal and written communication skills; self-starter attitude.

Culture & Benefits

• Comprehensive medical, vision, dental coverage; 401(k) retirement plan; short/long-term disability, life insurance.
• Paid parental leave, 3 weeks paid vacation, 10+ paid holidays; paid sick time (Washington State).
• Long-term incentives including stock/options; employee stock purchase plan; discretionary bonuses.
• Company shuttles from select Seattle locations to Redmond office Monday-Friday.