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.
TECHNICAL TRAINER, STARLINK CUSTOMER SUPPORT
Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As an early member of the Starlink Customer Support team, you will ensure we meet our unique customer needs by developing and implementing our training program.
In this role, you will develop training plans centered around troubleshooting and networking. You will also collaborate with the training team to organize/host the technical components of initial and ongoing training across all shifts. You will be responsible for on-going training across the team, including training on changes to our product, network, or services provided. You will analyze, assess, and identify the training needs of customer support associates and coordinate unique training programs to support their ability to troubleshooting network and hardware related issues users experience. You will work closely with the operations, leadership, and network operations team in order to ensure our team is confident and up to date on changes that arise in the organization and customer experience. The ideal candidate is someone with a strong technical background and eager to help our training team build a strong operational foundation for our future learning programs.
RESPONSIBILITIES:
- Assist training team with logistics and coordination for cross shift training programs, both ongoing and initial: coordinating workshops, hosting trainings, booking rooms, printing and preparing materials, sending communications to participants, and setting up sessions.
- Support the technical training efforts for all associates across multiple shifts by providing on the spot training, shadowing, coaching, and supporting the leader’s needs for their shifts.
- Evaluate the effectiveness of the team's learning initiatives (both initial and ongoing) through collecting and analyzing data and tracking key metrics (through surveys, focus groups, interviews, etc.).
- Work with the operations team to develop engaging course content based on upcoming rollouts and continuous education needs to ensure team is trained and confident in product and feature changes.
- Provide technical support to customers and associates using hardware, software, and network expertise.
- Own recurring training, preempting changes in the program. This includes new processes, countries, types of customers, systems changes, etc.
- Attend hiring events and participate in interviews.
- Design educational content focused on growing associates' skills (trainer tip Thursday, bridge e-learning).
- Track access and permissions based on training completion by team member across all shifts.
BASIC QUALIFICATIONS:
- High school diploma or equivalency certificate.
- 1+ years experience in training, learning & development, adult learning theory, service design, or content management.
- 2+ years of experience in a front-lines support with a high focus on technical support diagnosing, troubleshooting, or repairing technical consumer products.
- Experience speaking, training, or presenting in front of large groups of attendees.
PREFERRED SKILLS AND EXPERIENCE:
- Excellent written and verbal communication skills. Talking with others comes naturally, you derive satisfaction from resolving issues, and you can distill complex concepts into the simplest explanations. You internalize customer concerns, solve them, and keep it positive.
- Experience actively using, learning, and troubleshooting consumer electronics.
- Technical aptitude and demonstrated experience with networking, hardware troubleshooting, software development, and debugging Wi-Fi and router functions etc.
- Excellent problem-solving skills.
- Strong attention to detail, project management, and organizational skills. You take pride in your craft.
- Demonstrated experience in high-growth, fast-paced environment.
- Willingness and ability to flex weekday and daytime hours as needed to support our growth and onboarding efforts.
ADDITIONAL REQUIREMENTS:
- Willing to work overtime and weekends as needed.
- There may be meetings or trainings outside the normal shift time, it is crucial to have availability to work the following shift with flex as needed to support training efforts across various shifts (2nd shift Monday through Friday 12:00pm-8:30pm).
ITAR REQUIREMENTS:
- To conform to U.S. Government space technology export regulations, including the International Traffic in Arms Regulations (ITAR) you must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State. Learn more about the ITAR here.
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 notify the Human Resources Department at (310) 363-6000.