Technical Operations Engineer, Customer Success (Starlink)

the company was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today the company is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars. TECHNICAL OPERATIONS ENGINEER, CUSTOMER SUCCESS (STARLINK) One of the most ambitious missions that the company has undertaken to date, the Starlink satellite constellation, is committed to providing reliable, high-speed internet access to the entire world. The company is looking for an ambitious, driven operator who can help define our customer experience and product strategy and drive that vision to reality. This person will have an opportunity to leverage strong business acumen, technical competence, and excellent execution and delivery skills to define the next generation of broadband access across the globe. 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 (Network, physical product, UI/UX, support/customer success, billing, shipping, marketing, legal, communications, and more), and feedback loops to prevent the 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. BASIC QUALIFICATIONS 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. PREFERRED SKILLS AND EXPERIENCE 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. ADDITIONAL REQUIREMENTS Must be available to work extended hours and weekends as needed. Willingness to travel to customer sites, other the company locations, and events as needed. COMPENSATION AND BENEFITS Pay range: Technical Operations Engineer/I: $100,000.00 - $115,000.00 per year Technical Operations Engineer/II: $110,000.00 - $135,000.00 per year 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 the company. 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. Employees in Washington State accrue paid sick time in compliance with state and federal law. Company shuttles are offered to employees for roundtrip travel from select Seattle locations to the company Redmond office Monday to Friday. ITAR REQUIREMENTS To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful, permanent resident (aka green card holder), (iii) Refugee under 8 U.S.C. Section 1157, or (iv) Asylee under 8 U.S.C. Section 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here. The company is an Equal Opportunity Employer; employment with the company is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status. Applicants wishing to view a copy of the company’s affirmative action plan for veterans and individuals with disabilities, or applicants requiring reasonable accommodation to the application/interview process should reach out to View email address on click.appcast.io. #J-18808-Ljbffr