Support Specialist - Dedicated; Starlink

Support Specialist - Dedicated (Starlink)

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NWN is the leading AI-powered technology solutions provider for North America's most innovative public and private organizations. For more than 30 years, NWN has helped over 5,000 CIOs deliver technology modernization programs with its Intelligent Workplace, Customer Experience (CX), Managed Devices, Cybersecurity and Public Safety, Connectivity, and Intelligent Cloud solutions. The company's proprietary Experience Management Platform ensures seamless service delivery, real-time observability and improved efficiency for its clients' most demanding technology needs.

NWN is a high-performance, high-integrity team of 1,000+ experts committed to a customer-obsessed culture, earning a 75 Customer Net Promoter Score. The company has been recognized with hundreds of industry awards and is proud to be a 'Best Place to Work' with an 86 Employee Net Promoter Score. For more information, visit: NWN.ai.

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 of 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, Solar Winds, 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, Power Shell, 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…