Technical Operations Engineer (Starlink Customer Success)

SpaceX

Bastrop, TX

Full Time

Mid Level

about 1 month ago

Job Description

About the Role

SpaceX is actively developing technologies to enable human life on Mars and is committed to providing reliable, high-speed internet access worldwide through the Starlink satellite constellation. The Technical Operations Engineer (Starlink Customer Success) role involves defining customer experience and product strategy, leveraging technical and business skills to improve broadband access globally.

Key Responsibilities

Understand and drive core user metrics: Net Promoter Score, Customer Contact Ratio, Cancellation Ratio, Customer Satisfaction Score, and others.
Work cross-functionally to triage, prioritize, and eliminate root causes of poor user experience across organizations such as Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, and communications, and provide feedback loops to prevent problems.
Fix, delete, automate, or create new processes for fixing 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.
Willingness to dive deep into technical topics and data analytics.
Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes.
Demonstrated capability to parse technical subjects on a deep level.
Experience in data analysis using Python and SQL, R, or similar languages.
Self-starter attitude, energy, and the ability to communicate effectively across business and technical disciplines.
Excellent verbal and written communication skills.
Ability to apply first principles to business problems.
Knowledge of software development life-cycle and release process.
Must be available to work extended hours and weekends as needed.
Willingness to travel to customer sites, other SpaceX locations, and events as needed.
Must be a U.S. citizen or national, lawful permanent resident, refugee, asylee, or eligible to obtain required authorizations under ITAR regulations.

Nice to Have

Willingness to dive deep into technical topics and data analytics.
Demonstrated ability to jump into ill-defined problem spaces and drive positive outcomes.
Demonstrated capability to parse technical subjects on a deep level.
Experience in data analysis using Python and SQL, R, or similar languages.
Knowledge of software development life-cycle and release process.

Qualifications

Bachelor's degree in an engineering discipline.
2+ years of relevant professional experience.

Working at SpaceX

SpaceX is an Equal Opportunity Employer; employment is based on merit, competence, and qualifications, and is not influenced by race, color, religion, gender, national origin/ethnicity, veteran status, disability, age, sexual orientation, gender identity, marital status, or other protected statuses. The company values innovation, technical excellence, and a mission-driven approach to exploring and expanding humanity's reach.

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