Support Specialist - Dedicated (Starlink)

Carousel Industries•Austin, TX

6d•Onsite

About The Position

As a Level III Support Specialist for Starlink, you will be an expert resource responsible for resolving the most complex technical issues within our satellite internet network. You will act as the final escalation point for operational incidents, collaborate with engineering teams, and play a critical role in maintaining and improving network reliability and customer satisfaction. This is a hands-on technical role requiring in-depth knowledge of satellite communications, networking, and advanced troubleshooting methodologies. This is not a remote position. The Support Specialist will work onsite daily.

Requirements

Bachelor's degree in Computer Science, Electrical Engineering, Information Technology, or related field preferred
3- 5 years of experience in network operations, ISP support, or satellite communications, with at least 2 years in a senior or Level III support role.
Understanding in satellite internet architecture, RF communications, and network protocols (TCP/IP, UDP, BGP, OSPF, MPLS, etc.).
Strong experience working with diagnostic and monitoring tools (e.g., Wireshark, SolarWinds, SNMP, custom telemetry analysis).
Proven ability to analyze complex issues, troubleshoot under pressure, and communicate technical concepts clearly to both technical and non-technical audiences.
Familiarity with cloud infrastructure, cybersecurity best practices, and Linux/Unix system administration.
Strong scripting or automation skills (Python, Bash, PowerShell, etc.) are highly desirable.
Relevant certifications (e.g., CCNP/CCIE, CompTIA Network+, Satellite Communications certifications) are a plus.
Excellent written and verbal communication skills in English; additional languages are an asset.
Flexibility to participate in 24/7 support coverage and travel occasionally for critical on-site interventions.

Nice To Haves

Passion for cutting-edge technology and mission-driven work to expand global connectivity.
Strong analytical mindset and attention to detail.
Proactive approach to problem-solving and process improvement.
Ability to thrive in a fast-paced, dynamic environment and respond effectively to shifting priorities.

Responsibilities

Provide advanced technical support for Starlink network operations, including satellite links, user terminals, ground stations, and associated infrastructure.
Serve as the highest point of escalation for Level I and II support teams, managing and resolving incidents that require expert intervention.
Diagnose and resolve complex network and hardware issues, including latency, packet loss, throughput anomalies, and satellite handover problems.
Collaborate closely with engineering, systems integration, and product development teams to investigate root causes and implement long-term solutions for recurring issues.
Monitor network health using advanced diagnostic tools, analyze logs, and interpret telemetry data to proactively identify and mitigate potential disruptions.
Develop, document, and maintain troubleshooting guides, knowledge base articles, and best practices for both internal teams and external partners.
Participate in on-call rotations, responding to high-priority incidents and ensuring service continuity for critical customers and infrastructure.
Assist with software/firmware updates, configuration management, and rollout of new features or network enhancements.
Train and mentor Level I and II support staff, fostering a culture of technical excellence and continuous learning.
Engage directly with strategic customers and partners to address advanced support needs and ensure satisfaction.