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Starry Expert - Tier II Technical Support Representative

    This position is full-time and work from home; however, you must be based in either New York, Massachusetts, or California. You will be responsible for driving customer resolution on complex technical scenarios related to home networking as well as serving as one of the primary points of contact for the rest of the Starry team on technical related questions related to Starry Internet and Starry hardware products. You’ll participate in on-call monitoring of the Starry network and assist internal teams such as Deployment, Field Operations, and Engineering in all things related to the Starry network.

    Who You Are:

    • You have excellent customer service skills and the ability to simplify even the most complex technical scenarios
    • You work quickly, independently and with great attention to detail
    • You are committed to providing a consistently high level of support, going above and beyond in each interaction you have with a Starry customer because you care deeply about representing our brand and leaving a positive impression with the customers you support
    • High degree of personal tact and ability to synthesize complex technical scenarios to a distributed team of Engineers and Field Technicians
    • Expert knowledge of hardware, routing, switching, networking and extensive knowledge of application and OS support

    What You'll Do:

    • Serve as primary point of contact for the Customer Care group and other internal teams on complex/escalated technical issues related to the Starry network
    • Produce content for team and internal groups to describe complex technical support troubleshooting and or resolution steps
    • Work closely with QA and Engineering teams to test and provide feedback on new features and to ensure that the Starry Experts team is knowledgeable in said features before they are released
    • Assist in the creation and maintenance of troubleshooting flows and product documentation
    • Monitor network infrastructure and resolve and/or escalate events in real time
    • Support Deployment and Field Technicians to ensure standard device and port configuration settings
    • Participate in on-call rotation of the Starry network and participate in overnight maintenance and equipment upgrade events (remote)

    Experience Required:

    • 2+ years of help desk or troubleshooting customer service experience working with hardware, complex technical services, or for a SaaS company
    • Proven IT experience (on your own or professionally) in managing home or professional networks and related devices, tools, and processes
    • Ability to work from home in a quiet, dedicated space as well as occasional travel to our downtown Boston office
    • Linux system knowledge

    Bonus Points if…

    • You've worked at an Internet Service Provider and constantly wanted to tear all the systems you used apart and build something better
    • You're as comfortable working in a terminal as you are in a GUI
    • You write scripts to handle repetitive tasks (or you have a desire to learn how!)
    • You've used ticketing, issue tracking and project tracking softwares such as Zendesk and Jira
    • You love new technology, IoT, and have a large library of devices in your home

Starry works hard, so we take care of each other and enjoy ourselves along the way. Check out some of the benefits you’ll enjoy if you join the team:

    • Premium medical, dental, and vision coverage with no employee contribution required
    • 12 weeks of paid parental leave
    • Groups for skiing, biking, running, climbing, stretching, shuffleboard, darts, and more

    Happy Interneting!

    Disclaimer: This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee.

    Starry, Inc. is an equal employment opportunity employer and does not discriminate against any applicant because of race, creed, color, age, national origin, ancestry, religion, gender, sexual orientation, disability, genetic information, veteran status, military status, application for military service or any other class protected by state or federal law.