Enterprise Support Associate (Starlink)

ENTERPRISE SUPPORT ASSOCIATE (STARLINK)

Starlink, our revolutionary satellite constellation, delivers low-latency broadband internet worldwide. As an early member of the Starlink Enterprise Customer Success team, you will be the face of Starlink to our largest Enterprise business customers, ensuring they have an exceptional overall experience. You are the one-stop-shop to deliver quick and effective resolution for ordering, billing, shipping and troubleshooting.

Enterprise customers are complex, operating across multiple geographies with different service plans, taxation and regulations, with thousands of user terminals. Billing arrangements are challenging, often driven by individual contracts, discounts, and payment structures for customers, each spending more than $1 million USD annually on Starlink hardware and services. As an Enterprise Support Associate, you provide premium support for all our Starlink services and hardware. This includes support for the standard user terminals to the advanced Enterprise high performance user terminals installed on maritime ships, ground transportation, and specialized aviation solutions.

In this role, you adeptly manage and resolve customer issues at a premium level of support through triage and troubleshooting. You engage with a diverse clientele, including start-up entrepreneurs, C-level executives, and professionals across IT, accounting, and logistics across a variety of industries.

RESPONSIBILITIES:

• Exemplify empathy, active listening, and resilience that is crucial in understanding our customers' concerns
• Triage and resolve issues across multiple accounts and channels (digital, voice, etc.)
• Support customer locations in the most extreme environments from ocean to remote land to urban towers to space - potentially even Starship, the world's most powerful launch vehicle ever developed
• Advocate passionately for Enterprise customers' needs across SpaceX
• Provide advanced technical support to customers using hardware, software, dashboard/API, and network expertise
• Analyze trends and identify gaps to create straightforward strategies
• Create or improve troubleshooting workflows that resolve root-cause issues
• Produce quotes and commercial invoices for domestic and international customers that are accurate and in multiple currencies
• Arrange for domestic and international deliveries of user terminals and accessories by courier and/or palletized freight
• Exercise independent judgment in ambiguous situations, leveraging exceptional problem-solving and investigative skills. Strive to exceed the obvious solutions to fully satisfy each Enterprise customer
• Demonstrate relentless ownership by collaborating with various teams to uncover answers when they are not immediately available
• Create and maintain an internal knowledge base of rapidly changing international regulation, taxation and other requirements to do business legally in that market
• Adhere to strict information security guidelines for our Enterprise and Government customers

BASIC QUALIFICATIONS:

• High school diploma or equivalency certificate
• 2+ years of experience with internet service providers, hardware troubleshooting, software support, and/or IT networking
• 3+ years of experience in customer service or technical support for businesses above 1,500 employees, 1+ years of Account Management experience with businesses above 1,500 employees, or 6+ months of Starlink Customer Support experience with successful certification

PREFERRED SKILLS AND EXPERIENCE:

• 1+ years of experience influencing senior leadership, engaging primarily with business owners, C-level executives, Vice-Presidents, Directors, and other professionals in IT, marketing, accounting, logistics, or other departments
• Experience supporting multi-national Enterprise business customers in global markets
• Experience in training, learning and development, analytics, service design, vendor management, or content management role
• Start-up, consulting, or other demonstrated experience in a high-growth, fast-paced environment
• Proven strong attention to detail and time management, taking pride in your craft
• Capability to obtain Controlled Unclassified Information (CUI) or other relevant security clearance(s)
• 15+ months of Starlink Customer Support Experience
• Post-secondary education with degree or diploma
• Multilingual (speaking, writing, reading)

ADDITIONAL REQUIREMENTS:

• Fluent in English (speaking, reading, writing). Able to pass a working language proficiency test
• Must be willing to work all shifts, overtime, holidays, and/or weekends as needed in a fast-paced, start-up culture, 24/7/365 customer-facing operation
• Security clearances may be required for those working with government clients
• This is not a remote position and will require relocation if not already local to the Redmond, Washington area
• After 1 week of classroom training Monday to Friday 9am-5:30pm, must be available to work 10 hours a day on one of the following shifts:
  
  
  
  
  • Shift Bravo: Monday - Thursday, 10:30am - 9:00pm
  • Shift Charlie: Friday - Monday, 00:00am - 10:30am
  • Shift Delta: Friday - Monday, 6:00am - 4:30pm
  
  
  
  

COMPENSATION AND BENEFITS:

Pay range:

Enterprise Support Associate/Level 1: $28.00/hour

Enterprise Support Associate/Level 2: $31.00/hour

Enterprise Support Associate/Level 3: $34.00/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.