Job Overview
Location
Remote - US Only
Job Type
Full-time
Category
Software Engineering
Date Posted
June 13, 2026
Full Job Description
đź“‹ Description
- • Manage the technical success of Astra’s customers throughout their lifecycle as partners, resolving critical technical issues promptly and ensuring seamless integration experiences.
- • Serve as the primary technical point of contact for customers, providing strategic guidance, troubleshooting complex integration issues, and escalating problems to internal engineering teams when necessary.
- • Collaborate closely with the Integrations team to onboard new customers, guiding them through configuration, validation, and deployment of Astra’s technical solutions.
- • Investigate technical environments to identify root causes of errors, analyze logs, debug data flows, and resolve integration failures using APIs, SQL queries, and observability tools.
- • Act as a bridge between customers and internal teams (Engineering, Product, Customer Success), translating technical complexities into clear, actionable communication for non-technical stakeholders.
- • Contribute to and maintain Astra’s knowledge base by writing, updating, and improving technical documentation, FAQs, and self-service guides to reduce support volume and enhance customer autonomy.
- • Partner with Engineering and Product teams to provide customer-driven feedback on product functionality, assist with testing new features, and validate technical solutions before release.
- • Optimize operational workflows to accelerate customer onboarding, reduce time-to-value, and improve overall efficiency in technical support processes.
- • Utilize ticketing systems such as Zendesk or Jira to track, prioritize, and resolve customer issues while maintaining clear communication and documentation throughout the lifecycle.
- • Monitor system performance using observability and alerting platforms to proactively detect anomalies and prevent customer-impacting outages.
- • Work exclusively during East Coast business hours (7am–5pm ET) to align with customer and team availability.
- • Document solutions, processes, and lessons learned to enable team scalability and ensure institutional knowledge retention.
- • Proactively identify opportunities to improve systems, reduce friction in customer workflows, and enhance the reliability of Astra’s technical infrastructure.
- • Maintain a detail-oriented approach to technical problem-solving, ensuring accuracy in configuration, data flow, and communication with both customers and internal teams.
- • Demonstrate a collaborative mindset by working cross-functionally across Engineering, Product, and Customer Success to deliver cohesive, customer-centric outcomes.
- • Apply strong project management skills to coordinate multi-departmental efforts, ensuring timely resolution of high-priority technical incidents and alignment on customer goals.
🎯 Requirements
- • 5+ years of experience as a Technical Account Manager, Solutions Engineer, or other customer-facing technical role owning key developer relationships
- • Familiarity with cloud platforms (preferably Google Cloud Platform) and comfort navigating logs, APIs, and technical tools
- • Strong project management skills with ability to influence internal and external partners to stay on schedule
- • Excellent written and verbal communication skills — able to translate complex technical concepts into clear, customer-friendly explanations
- • Experience with support systems like Zendesk, Pylon, or similar ticketing platforms
- • Bachelor’s degree in Computer Science, Information Systems, Engineering, or related field — or equivalent practical experience
🏖️ Benefits
- • Opportunity to shape Astra’s technical direction through direct customer feedback loops
- • Impact on product reliability by resolving issues that affect uptime and performance
- • Role in ensuring smooth, fast, and reliable customer onboarding experiences
- • Contribution to a growing knowledge base that empowers customers and reduces support friction
Skills & Technologies
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About Astra
Astra is a space technology company focused on providing reliable and affordable access to space. They design, build, and operate launch vehicles and related space services. Astra's mission is to improve life on Earth by improving the space-to-space infrastructure. The company aims to make space launches more frequent and accessible, enabling a wide range of applications from satellite deployment for communication and Earth observation to space exploration and scientific research. Astra's approach emphasizes efficiency and innovation in rocket design and launch operations, seeking to democratize space access for businesses, governments, and researchers worldwide.
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