Technical Operations Engineer (Starlink Customer Success)

About the Role

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, communications, and more, including 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.

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 professional experience in relevant fields.

Benefits & Perks

• Pay range: $95,000.00 - $115,000.00 per year for Level I, and $110,000.00 - $130,000.00 per year for Level II.
• Long-term incentives, including company stock, stock options, or long-term cash awards.
• Discretionary bonuses and stock purchase options.
• 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 discounts and perks.
• Up to 3 weeks of paid vacation and 10 or more paid holidays per year.
• Paid sick time in accordance with state and federal law.
• Company shuttles from Seattle to the Redmond office.