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Job Details


Comcast Corporation

Dedicated Support Engineer II (R341864)

Telecommunications

All

Yearly

No

Virtual, Washington, United States

Comcast’s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. We offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Some roles can work virtual full-time if they are not near a Tech Hub, but that is dependent upon the needs of the position and amount of collaboration required.

Job Summary

COMCAST Technology Solutions is a software technology company, headquartered in Denver, Colorado, USA, that helps TV stations, pay TV operators, content providers, broadband media sites, and mobile businesses solve their unique media management and video publishing requirements. Our Cloud Video Platform (CVP), provided as a service, offers our customers a diverse product catalogue. By leveraging Comcast CVP, our customers can securely manage their digital media, publish their content to viewable on all manner of IP devices, and effectively monetize their content distribution directly to the consumer. Our proven media management and publishing technology provides a versatile approach to meet each customer’s unique business requirements. It also scales fluidly to support the growth of our customers’ businesses. Customers include British Telecom, Viaplay, Fox, Disney, NBC, Paramount + and numerous others. The team is made up of software and video professionals split between sales/marketing, product engineering, and operations/professional services. We spend our time selling and marketing to customers across the globe. We provide project managers and technical engineers to help our customers implement our technology. We are a dynamic, technology-oriented group; tightly integrated either remote or in person with offices in London, Denver, and Philadelphia. COMCAST Technology Solutions has a great opportunity for a customer operations engineer to join our team. You will work as part of the Global Operations team. We here at CTS (Comcast Technology Solutions) are looking for experienced Dedicated Support Engineers. Our team of innovators and entrepreneurs has decades of experience in media, technology, entertainment, cable and advertising. We are changing the way the world looks at video and providing our customers infinite possibilities on every screen. There are many opportunities to develop and grow your career while working at CTS. Dedicated support engineers spend much of their time engaged with the customer. This is most often to provide status, work through technical hurdles, and provide expert guidance on our core software.

Job Description

Core Responsibilities

  • Use product knowledge to address individual tickets through troubleshooting, escalation, and customer service.
  • Identification of useful technical information from those tickets to share with the team and department through improving documentation.
  • Identify and convey product deficiencies/persistent client complaints to Service Delivery Manager, Product Management and Engineering to contribute to product improvements.
  • Assist in application configuration.
  • Develop utility and monitoring scripts and applications primarily using JavaScript, Python and AWS services.
  • Respond quickly to critical customer issues.
  • Acts as an advocate for Engineering Operations procedures, policies and processes. Ensures projects and initiatives are adhering to Company standards.
  • Tracks and reports operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas and provides actionable insight.
  • Acts as a technical resource in projects and initiatives and ensures successful project implementation.
  • Contributes to design considerations for new products or architectural changes to existing products.
  • Analyses problems in design, configuration, data flow and data state within a highly complex multi-product provisioning system.
  • Performs routine maintenance tests for designated areas of engineering and ensures all maintenance is properly validated to minimize impact.
  • Provides training and guidance to less experienced team members.
  • Attains industry standard certifications and education.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.

ABOUT YOU

Our people are the most important part of our business. We are fundamentally looking for forward-thinking, enthusiastic problem solvers. People who love a challenge, constantly evaluate and question, and above all, love to ship a product that solves real problems. While these characteristics outweigh any specific technical skills, you should be able to demonstrate some of the below:

  • At least 2 years’ experience in technical support or a technical role.
  • Understanding of web services (HTTP, Web API, Web protocols)
  • Experience in the following languages: Python or JavaScript
  • Understanding of Git and Gitflow
  • Strong troubleshooting, problem-solving skills, creativity and resourcefulness.
  • Strong communication skills.
  • A dedication to customer satisfaction.
  • Familiarity with Agile software development methodologies.
  • Must be willing to be a part of a 24X7 on call rotation

Desirable:

  • Familiarity/Experience with configuring and deploying software components on Amazon Web Services (AWS); this should include S3 Buckets, Lambda Functions and Dynamo DB.
  • Familiarity/Experience with Operating System Level virtualization such as Docker.
  • Familiarity with Linux at an intermediate level.

Employees at all levels are expected to:

  • Understand our Operating Principles; make them the guidelines for how you do your job.
  • Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
  • Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
  • Win as a team - make big things happen by working together and being open to new ideas.
  • Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
  • Drive results and growth.
  • Respect and promote inclusion & diversity.
  • Do what's right for each other, our customers, investors and our communities.

Disclaimer:

  • This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the [Register to View] on our careers site for more details.