{"id":1302918,"url":"https://alion.io/job/ast-science-partner-success-center-agent","title":"Partner Success Center Agent","company":{"id":2057930,"name":"AST SpaceMobile","domain":"ast-science.com","url":"https://alion.io/company/ast-science","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":245,"ghost_share":0.098,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":115,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Lanham, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":37000,"max_usd":70000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1280},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":false},{"name":"Confluence","optional":true},{"name":"ITIL","optional":true},{"name":"ITSM","optional":true},{"name":"Jira","optional":true},{"name":"Outlook","optional":true},{"name":"ServiceNow","optional":true},{"name":"SharePoint","optional":true}],"status":"live","first_seen_at":"2026-02-28T05:26:00Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-31T09:43:35Z","board_verified":true,"closed_at":null,"days_open":245,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":245},"description":"AST SpaceMobile is building the first and only global cellular broadband network in space to operate directly with standard, unmodified mobile devices based on our extensive IP and patent portfolio and designed for both commercial and government applications. Our engineers and space scientists are on a mission to eliminate the connectivity gaps faced by today’s five billion mobile subscribers and finally bring broadband to the billions who remain unconnected.\nPosition Overview\nWe are seeking a PSC Agent to serve as a customer-facing operational role responsible for incident intake, service monitoring coordination, communication management, and lifecycle tracking across satellite-to-mobile services. Operating within the Service Assurance organization, this person acts as the primary interface between customers and technical operations, ensuring transparent communication and disciplined incident handling. This role is critical during launch, early life support, and steady-state operations, ensuring customer trust, SLA adherence, and audit-ready incident documentation, and establishes baseline customer-facing support capacity within Service Assurance designed to scale as service demand grows. \nKey Responsibilities:\nAct as the first point of contact for customers reporting service incidents, degradation, or operational queries.\nReceive incident reports via defined channels and log them accurately into the incident management system.\nEnsure correct capture of customer impact, service identifiers, timestamps, and symptoms.\nClassify incidents based on severity, service impact, and domain (satellite, RAN, gateway, core, transport, OSS).\nMaintain full lifecycle tracking of incidents from creation through closure.\nEnsure incidents are routed to the correct NOC or Managed Services team per Service Assurance workflows.\nCoordinate closely with Nokia Managed Services NOC Engineers and AST NOC Telco Engineers for incident triage and progress updates.\nExecute escalation procedures as defined by Service Assurance governance.\nFollow instructions from NOC and Operations leadership precisely, including severity changes and customer notifications.\nProvide timely, accurate, and structured updates to customers throughout the incident lifecycle.\nTranslate technical NOC updates into clear, customer-friendly communication.\nManage customer expectations during major incidents, restoration activities, or prolonged outages.\nMaintain complete and accurate incident records, communication logs, and closure notes.\nEnsure documentation supports audit requirements, SLA validation, and post-incident analysis.\nSupport Governance and Operations teams with incident data for reviews, reporting, and compliance.\nConfirm service restoration with NOC teams before customer closure communication.\nEnsure customers receive clear confirmation of resolution and next steps, if applicable.\nValidate that incident closure meets Service Assurance quality standards, and that all deployments meet quality benchmarks, standards, and defined acceptance criteria.\nProduce accurate and complete incident tickets with full lifecycle documentation, customer communication records aligned with Service Assurance transparency standards, restoration confirmation records, incident closure summaries, and audit-ready documentation supporting compliance and governance reviews. \nQualifications \nEducation:\nBachelor's degree in Telecommunications, Electronics, IT, Computer Science, or a related discipline.\nExperience:\n2-5 years of experience in telecom service assurance, NOC support, customer operations, or incident management roles.\nStrong understanding of incident management fundamentals, including logging, severity assignment, escalation, and closure discipline.\nWorking knowledge of telecom service domains such as RAN, core, transport, OSS/NMS, gateway, and satellite service chains.\nAbility to interpret operational inputs such as alarms, incident updates, and service impact indicators (without performing L2/L3 troubleshooting). \nPreferred Qualifications:\nITIL Foundation or service management certification.\nExperience supporting mobile, satellite, or hybrid telecom networks in regional or global operations environments.\nPrior experience in 24x7 operational environments. \nSoft Skills:\nStrong customer-facing communication skills, both written and verbal.\nHigh attention to detail with disciplined documentation practices.\nAbility to remain calm and structured during high-severity incidents and time-critical situations.\nStrong coordination skills across Service Assurance, Managed Services, NOC, and engineering teams. \nTechnology Stack:\nITSM/incident management tools (ServiceNow, Remedy, Jira Service Management, or equivalent).\nCollaboration and documentation tools (Outlook, Teams, Confluence, SharePoint).\nOSS/NMS dashboards and operational monitoring views. \nPhysical Requirements \nAbility to work in a fast-paced operational environment, including shift-based coverage if required.\nRole may require coordination across global time zones to support continuous Service Assurance coverage.\nAbility to support extended incident bridges during major outages or launch-phase events.\nThis job description may not be inclusive to the duties and responsibilities listed. Additional tasks may be assigned to the employee from time to time or the scope of the job may change as needed by business demands. \nAST SpaceMobile is an Equal Opportunity, at will Employer; employment is governed on the basis of merit, competence and qualifications and will not be influenced in any manner by race, color, religion, gender, national origin/ethnicity, veteran status, disability status, age, sexual orientation, gender identity, marital status, mental or physical disability or any other legally protected status.","description_format":"text","description_chars":5805,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Satellite Communications","Satellite Manufacturing","Mobile Networks"],"lifecycle":[{"event":"open","at":"2026-09-26T12:21:47Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 12 · green card filings: 3","filings_12m":12,"filings_prev_12m":2,"green_card_filings_12m":3,"median_offered_wage_usd":139833,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.531,"p_room":0.28,"age_days":245,"expected_fill_days":115,"reasons":["conf:3","velocity","win:tail","crowd:junior,brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/ast-science-partner-success-center-agent","json_url":"https://alion.io/job/ast-science-partner-success-center-agent.json","meta":{"generated_at":"2026-10-31T13:29:57Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20939,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2057930},"rest":"https://alion.io/mcp/rest/get_company?id=2057930"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fast-science-partner-success-center-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fast-science-partner-success-center-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fast-science-partner-success-center-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/ast-science-partner-success-center-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fast-science-partner-success-center-agent"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":1302918}},{"tool":"search_jobs","arguments":{"company":"ast-science.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":1302918},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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