Technical Support Specialist I

Iridium Satellite, LLC is seeking an entry-level Technical Support Specialist I to support customers and Iridium Service Providers with Tier 2, second-level troubleshooting across Iridium voice and data products and services. This hybrid role in Tempe, AZ focuses on accurate issue resolution, strong documentation, and consistent performance against KPI and SLA targets.

In this position, you will pick up technical challenges that have already been started by partners, reattempt troubleshooting steps when needed using documented methods, and ensure every case is tracked through the appropriate systems. You will also contribute to testing efforts for new products and participate in training alongside senior team members before commercial release.

What you’ll do

• Provide Tier 2/second-level support and troubleshooting for Iridium voice and data products and services for Service Providers and customers.
• Verify and expand on troubleshooting completed by partners, including reattempting steps as needed using documented procedures.
• Support timely issue resolution while accurately documenting and tracking all activity in the appropriate systems.
• Meet or exceed KPI targets, including accuracy and SLA performance.
• Handle general inquiries received through the Iridium public website, routing or addressing them as appropriate.
• Participate in testing new Iridium products, services, applications, and firmware under direction of senior team members prior to commercial release.
• Collaborate with teammates and other departments to support workflow and broader team initiatives.
• Build and grow knowledge of Iridium products, services, systems, and customer use cases.
• Follow established processes while contributing improvement ideas as systems and procedures become more familiar.
• Escalate issues that extend beyond experience or scope by seeking guidance from managers or senior technicians.

Required skills and background

• Associate’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant work experience.
• Strong verbal and written communication skills for clearly conveying technical information.
• Ability to follow troubleshooting procedures, use available resources, apply feedback, and ask for help when needed.
• Attention to detail, with the ability to document issues clearly and work with accuracy.
• Ability to multitask, prioritize, and complete assigned tasks on time with mostly error-free performance.
• Adaptability to a dynamic environment, critical thinking, and willingness to take direction and learn.
• Team-oriented approach and ability to build positive relationships.
• Ability to interpret ambiguous situations and determine a course of action when information is incomplete.
• Proactive approach to learning and problem-solving.

Technologies

• PC, Mac, Linux systems
• iOS, Android environments

Compensation and benefits

• Base pay range: $55,000 - $75,000 USD per year
• Medical, dental, and vision insurance coverage
• 401(k) retirement plan options
• Paid time off and paid holidays
• Paid parental leave
• Company stock and annual bonus (eligibility)
• Other discounts and perks

Helpful experience (not required)

• Experience in help desk, technical support, wireless/cellular/satellite environments, or technical call centers.
• Familiarity with PC, Mac, or Linux systems and iOS/Android environments.
• Basic understanding of networking components and concepts.
• Exposure to Satellite, GSM/Cellular, RF, or Electrical/Electronics concepts.
• Experience with maritime or aviation satellite communications.
• CompTIA A+, Network+, or similar certifications.
• Foreign language proficiency.

Work schedule, eligibility, and environment

• Hybrid work: work with one weekend day off, with flexibility needed to support a 24x7x365 operational environment.
• Maintain consistent adherence to company and team policies, including scheduled in-office work requirements under the employee handbook.
• Must be a U.S. Citizen.
• Office-based work environment, primarily sedentary and computer-focused.
• Use of standard office equipment such as phone, video, computer, keyboard, mouse, and printer.
• Under the Hybrid Work Policy, employees are expected to work at least four days per week (approximately 80%) in an Iridium office.

Note: This job description outlines the general nature and level of work for this role and is not a comprehensive list of duties, responsibilities, or qualifications. Employees may be assigned additional responsibilities as needed. Actual compensation will be determined based on multiple factors, and the posted range represents an estimate at the time of posting.