Technical Operations Engineer, Customer Success (Starlink)

Who you are

You hold a Bachelor’s degree in an engineering discipline and have a strong foundation in technical operations. You are driven and ambitious, with a keen interest in improving customer experiences and product strategies. Your analytical skills allow you to understand and drive core user metrics such as Net Promoter Score and Customer Satisfaction Score. You thrive in cross-functional environments, working collaboratively to identify and eliminate root causes of user experience issues. You possess excellent execution and delivery skills, enabling you to manage projects effectively and implement solutions that enhance operational efficiency.

Desirable

Experience in the telecommunications or satellite industry would be a plus, as would familiarity with customer success metrics and processes. You are comfortable with automation and process improvement, and you have a proactive approach to problem-solving. Your ability to communicate effectively across various teams will be crucial in this role, as you will be the bridge between technical and non-technical stakeholders.

What you'll do

In this role, you will be responsible for understanding and driving core user metrics that reflect the customer experience with Starlink. You will work cross-functionally to triage, prioritize, and eliminate root causes of poor user experiences, collaborating with teams across network, product, UI/UX, support, and more. You will take ownership of feature launches and software automation projects, serving as the product manager/project owner to ensure successful delivery. Your role will involve fixing, deleting, automating, or creating new processes to address structural and emerging issues, ultimately enhancing the overall customer experience. You will also be expected to provide insights and feedback to improve product offerings and customer interactions.

What we offer

At SpaceX, you will be part of a mission-driven team focused on making high-speed internet accessible globally through the Starlink project. You will have the opportunity to work in a dynamic environment where your contributions directly impact customer satisfaction and operational success. We encourage you to apply even if your experience doesn't match every requirement, as we value diverse perspectives and backgrounds. Join us in our ambitious mission to enable human life on Mars and beyond.