Global Service Assurance Agent: Incident & Customer Liaison

AST & Science, LLC; Lanham (MD); On-site; USD 70,000 - 110,000; Full time

Job summary

AST SpaceMobile recruits a PSC Agent to manage incident intake and coordinate across the NOC and managed services teams. You will serve as the primary customer-facing interface, ensuring timely updates, accurate logging, and disciplined incident handling from launch through steady-state operations.

The role emphasizes clear communication, rigorous documentation, and audit-ready records to maintain customer trust and SLA adherence in a global satellite-to-mobile service environment.

Qualifications

• Bachelor’s degree in Telecommunications, Electronics, IT, Computer Science, or a related discipline.
• ITIL Foundation or service management certification is preferred.
• 2–5 years of experience in telecom service assurance, NOC support, customer operations, or incident management.

Responsibilities

• Act as the first point of contact for customers reporting incidents and log them accurately.
• Classify incidents by severity and track full lifecycle from creation to closure.
• Coordinate with NOC Engineers and AST NOC Telco Engineers for triage and updates.
• Provide timely, customer-friendly updates and translate technical information for customers.
• Maintain audit-ready incident records, closure notes, and governance documentation.
• Confirm service restoration with NOC teams and communicate resolutions to customers.

Skills

Customer communication

Incident management

NOC coordination

Documentation

Stakeholder management

Education

Bachelor’s degree in Telecommunications, Electronics, IT, Computer Science, or related discipline

Tools

ITSM tools (ServiceNow/Remedy/JSM)

Confluence/SharePoint

Outlook/Teams

Job description

AST SpaceMobile recruits a PSC Agent to manage incident intake and coordinate across the NOC and managed services teams. You will serve as the primary customer-facing interface, ensuring timely updates, accurate logging, and disciplined incident handling from launch through steady-state operations.

The role emphasizes clear communication, rigorous documentation, and audit-ready records to maintain customer trust and SLA adherence in a global satellite-to-mobile service environment.