Technical Operations Engineer, Customer Success (Starlink)

Summary

SpaceX is a pioneering company focused on enabling human life on Mars through innovative technologies. They are seeking a Technical Operations Engineer for their Starlink project to enhance customer experience and product strategy by leveraging technical skills and business acumen.

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

Skills

• 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
• Must be available to work extended hours and weekends as needed
• Willingness to travel to customer sites, other SpaceX locations, and events as needed
• 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. § 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
• 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

Qualifications

Must Haves

• 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
• Must be available to work extended hours and weekends as needed
• Willingness to travel to customer sites, other SpaceX locations, and events as needed
• 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. § 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

Nice to Haves

• 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

Benefits

• Long-term incentives, in the form of company stock, stock options, or long-term cash awards
• Potential discretionary bonuses
• The ability to purchase additional stock at a discount through an Employee Stock Purchase Plan
• 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
• Various other discounts and perks
• 3 weeks of paid vacation
• 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 SpaceX Redmond office Monday to Friday