Partner Success Center Agent

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.

Position Overview

The PSC Agent is 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, the PSC Agent acts as the primary interface between customers and technical operations, ensuring transparent communication, 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.

This role establishes baseline customer‑facing support capacity within Service Assurance and is designed to scale as service demand grows. The PSC Agent plays a critical role in strengthening customer trust, improving incident handling efficiency, and supporting consistent service assurance across global satellite‑to‑mobile operations.

Key Responsibilities

Customer Interface & Incident Intake

• Act as the first point of contact for customers reporting service incidents, degradation, or operational queries.

• Receive incident reports via defined channels and log them accurately into the incident management system.

• Ensure correct capture of customer impact, service identifiers, timestamps, and symptoms.

Incident Logging, Classification & Tracking

• Classify incidents based on severity, service impact, and domain (satellite, RAN, gateway, core, transport, OSS).

• Maintain full lifecycle tracking of incidents from creation through closure.

• Ensure incidents are routed to the correct NOC or Managed Services team per Service Assurance workflows.

NOC Coordination & Escalation Management

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