2025-04-15

Job Description:

In this role, you will triage, troubleshoot, and resolve technical customer issues. You will analyze trends, identify gaps, and design simple, effective support interventions that improve our customers’ experience. We’re looking for excellent problem solvers who move quickly and proactively, and are obsessed with the success of our customers.

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Job Responsibilities:

• Triage and resolve customer issues across multiple channels (digital, voice, etc.). Be a relentless internal advocate for the customer within SpaceX.
• Provide technical support to customers using hardware, software, and network expertise.
• Test different releases of software and hardware configurations to detect and solve current and future customer issues.
• Create and maintain internal Knowledge Base & Help Center collateral.
• Debug and root cause hardware and software issues.
• Collaborate with internal teams, including the network and software teams, to create and improve troubleshooting workflows and resolve technical root cause issues.
• Surface product, process, and training issues by pairing quantitative and qualitative methods. Be the voice of the customer, in the language of the business.
• Troubleshoot application/hardware issues.

Job Requirements:

• Start-up, consulting, or other demonstrated experience in high-growth, fast-paced environment
• Willingness and ability to flex weekend and night shift hours as needed to support our growth.
• Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving their issues, and you can distill complex concepts into the simplest explanations.
• Excellent empathy, active listening, and resiliency skills. You internalize customer concerns, solve them, and keep it positive.
• Excellent problem-solving and sleuthing skills. You go beyond just the apparent and available answer and do what it takes to satisfy the customer. You are relentless and own it.
• 1+ years of experience in a front-lines technical support role diagnosing, troubleshooting, or repairing technology products.
• High school diploma or equivalency certificate.
• Strong attention to detail and time management skills. You take pride in your craft.
• Experience in a training, learning & development, analytics, service design, vendor management, or content management role.
• Technical aptitude – experience with networking, hardware troubleshooting, software development, etc.

Job Details:

Company: SpaceX

Vacancy Type: Full Time

Job Location: Redmond, WA, US

Application Deadline: N/A

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