Customer Support Associate

Redmond, WA SpaceX 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 SpaceX is actively developing the technologies to make this possible, with the ultimate goal of enabling human life on Mars. CUSTOMER SUPPORT ASSOCIATE, BILINGUAL – VIETNAMESE (STARLINK) Starlink, our revolutionary satellite constellation, will deliver low‑latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will be the face of Starlink to our customers, ensuring they have an exceptional overall experience. RESPONSIBILITIES Triage and resolve customer issues across multiple channels (digital, voice, etc.) and be a relentless internal advocate for the customer within SpaceX. Provide technical support to customers using hardware, software, and network expertise. Surface product, process, and training issues by pairing quantitative and qualitative methods and be the voice of the customer, in the language of the business. Collaborate with internal teams to create and improve troubleshooting workflows and resolve root‑cause issues. Create and maintain an internal knowledge base and help center collateral. BASIC QUALIFICATIONS High school diploma or equivalency certificate. 1+ years of experience in a front‑line customer support role. Fluent in English and Vietnamese. PREFERRED SKILLS AND EXPERIENCE Excellent problem‑solving and sleuthing skills with a relentless drive to satisfy the customer. Excellent written and verbal communication skills; ability to distill complex concepts into simple explanations. Excellent empathy, active listening, and resiliency skills. Strong attention to detail and time management skills. Willingness and ability to flex weekend and night shift hours as needed to support growth. Experience in training, learning and development, analytics, service design, vendor management, or content management. Start‑up, consulting, or other demonstrated experience in a high‑growth, fast‑paced environment. Technical aptitude—experience with networking, hardware troubleshooting, software development, etc. ADDITIONAL REQUIREMENTS Must be available to work scheduled shifts, including holidays. Must be available to work overtime hours and/or weekends as needed. This is not a remote position and will require relocation if not already local to the Redmond, WA area. After 1 week of classroom training Monday to Friday 9 AM‑5:30 PM, must be available to work 10 hours a day on one of the following shifts: Monday – Thursday 12:00 AM – 10:30 AM PST Friday – Monday 12:00 AM – 10:30 AM PST Sunday – Thursday 5 PM – 2 AM PST COMPENSATION AND BENEFITS Pay range at Level1: $24.00 per hour Level2: $26.50 per hour Level3: $29.00 per hour Your actual level and base salary will be determined on a case‑by‑case basis and may vary based on job‑related knowledge, skills, education, and experience. Base salary is just one part of your total rewards package. You may also be eligible for long‑term incentives (company stock, stock options, or long‑term cash awards), 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, 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 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 round‑trip travel from select Seattle locations to the SpaceX Redmond office Monday to Friday. To conform to U.S. Government export regulations, applicant must be a (i) U.S. citizen or national, (ii) U.S. lawful permanent resident, (iii) Refugee under 8 U.S.C. § 1157, or (iv) Asylee under 8 U.S.C. § 1158, or be eligible to obtain the required authorizations from the U.S. Department of State. SpaceX is an Equal Opportunity Employer; employment with SpaceX 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 SpaceX’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