Support Specialist - Dedicated (Starlink)

NWN Carousel-posted 5 days ago
Full-time • Mid Level
Onsite • Austin, TX
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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.

  • 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.
  • 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.
  • 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.
  • 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.
  • 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.
  • At NWN, we provide a comprehensive benefits package to support your well-being in and out of work. This includes medical, dental, and vision plans, Health Savings Account (HSA) and Flexible Spending Accounts (FSAs), income protection through disability and life insurance, and a 401(k) with company match.
  • Enjoy unlimited PTO, paid company holidays, hybrid/remote work, paid bonding leave for eligible employees, employee discounts, and access to our Employee Assistance Program (EAP).
  • Additional offerings include accident, critical illness, long-term care, and hospital indemnity coverages, legal and identity theft protection, pet insurance, supplemental life insurances, referral bonuses, charitable donation matching, and allowances for eligible roles.
  • Join a team that values the health and wellbeing of all our employees!
  • All offers of employment at NWN are contingent upon the successful completion of a comprehensive background check. This process ensures a safe and secure work environment for all employees.
  • NWN is an Equal Opportunity Employer: NWN provides equal employment opportunity to all employees and applicants for employment free from unlawful discrimination based on race, color, religion, gender, age, national origin, disability, veteran status, marital status, sexual orientation or any other status or condition protected by local, state or federal law.
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