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Supervisor, Starlink Network Operations

SpaceX

SpaceX

People & HR, Operations
Redmond, WA, USA
Posted on Wednesday, June 19, 2024

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.

SUPERVISOR, STARLINK NETWORK OPERATIONS

Starlink, our revolutionary satellite constellation, will deliver low-latency broadband internet worldwide. As a member of the Starlink Network Operations team, you will lead the team that monitors overall network health, ensuring that issues on the Starlink network are rapidly identified and resolved to deliver a reliable experience for our customers.

Your primary responsibility will be to lead a team of technicians responsible for quickly responding to network issues, triaging, mitigating and resolving service outages. You will have responsibility for hiring, personnel development, and developing a culture of operational rigor where network health comes first. You will partner with other internal teams to drive business and engineering to improve the future network, and will be a critical voice in the development of our team and program strategy. We're looking for excellent problem solvers that succeed in wearing many hats (supervisor, trainer, technician, analyst), move quickly and proactively, are strong communicators, and fiercely advocate within the Starlink organization to ensure that the network delivers a great experience for our customers.

RESPONSIBILITIES:

  • Lead an hourly workforce of technicians by assessing employee performance, managing quality of work, providing positive/constructive feedback, facilitating conflict resolution, and addressing repeat issues with corrective actions, performance improvement plans or through disciplinary means
  • Lead by setting an example, taking feedback from all levels of the organization, and motivating your organization to achieve the highest level of results
  • Monitor and improve operations, ensuring a safe work environment
  • Ensure established processes are being followed to guarantee that the team is correctly and appropriately responding to network issues
  • Utilize quantitative and qualitative methods to understand root cause of new and trending issues
  • Develop triage methods and troubleshooting playbooks that empower the team to deliver quicker response time, escalation decisions and resolution speed
  • Collaborate with internal automation and tooling development teams to identify capabilities that increase the Network Operations Center performance and productivity
  • Partner and create training programs, along with coaching tools, that enable our technicians to be knowledgeable, nimble, technically capable, and excellent communicators
  • Develop reporting and analytics that measure internal team successes and performance
  • Actively monitor and grow the workforce, ensuring team members are challenged and performing at the expected standards
  • Manage scheduling, time off, and time cards for the Network Operations Center team to ensure 24/7 coverage is maintained

BASIC QUALIFICATIONS:

  • Bachelor's degree and 2+ years of leadership experience in one or more of the following; OR high school diploma or equivalency certification and 5+ years of leadership experience in one or more of the following:
    • Customer Operations
    • Network Operations Center (NOC)
    • Security Operations Center (SOC)
    • Managed service provider (MSP)
    • Network Engineering

PREFERRED SKILLS AND EXPERIENCE:

  • Experience managing a team as either a front-line supervisor, shift lead, or team lead
  • Bachelor’s degree in network engineering, computer science, cybersecurity, engineering, or similar technical discipline
  • Completion of a leadership and rotational development and/or IT service management incident management programs
  • Experience in training, learning and development, analytics, vendor management, or content management role
  • Excellent written and verbal communication skills
  • Strong project management, and organizational skills
  • Experience in mission-critical operations where outstanding attention to detail is required to ensure success
  • Technical aptitude - experience with networking, hardware troubleshooting, software development, etc.
  • Experience with reporting tools (Advanced Excel, SQL, dashboarding/reporting/visualization platforms)
  • Active associate level certifications including Cisco, Juniper, CompTIA, or other industry certifications

ADDITIONAL REQUIREMENTS:

  • Willingness to work extended hours and non-scheduled days when needed to meet critical deadlines
  • This is not a remote position and will require relocation if not already local to the Redmond, WA area
  • Must be available to work 10 hours a day on the following shifts:
    • 2nd Shift: Weekdays (1pm – 11pm)
      • Monday – Friday

COMPENSATION AND BENEFITS:

Pay Range:

Network Operations/Supervisor: $105,000.00 - $135,000.00

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 SpaceX. 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. Exempt employees are eligible for 5 days of sick leave per year.

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. § 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. 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.