Dedicated Support Engineer
Job SummaryCOMCAST 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, Chennai, Denver, and Philadelphia. COMCAST Technology Solutions has a great opportunity for a Dedicated Support Engineers to join our team. You will work as part of the Global Operations team. 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
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.
Respond quickly to critical customer issues.
Ability to troubleshoot and repair all but the most complex issues. Performs maintenance activities with a minimum of supervision and guidance. Leads technical outage bridges and engages appropriate resources to drive issues to closure.
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
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)
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
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.
- 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.
Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.
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
Pay Range: $66,711.32 - $100,066.98
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience.
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.