Dedicated Support Engineer

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Dedicated Support Engineer

Apply locations Great Britain – London, 1 St Giles High St time type Full time posted on Posted 12 Days Ago job requisition id R406433

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.

Job Summary

COMCAST Technology Solutions has a great opportunity for a Dedicated Support Engineer 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.

Core Responsibilities

1. Use product knowledge to address individual tickets through troubleshooting, escalation, and customer service.
2. Identification of useful technical information from those tickets to share with the team and department through improving documentation.
3. Identify and convey product deficiencies/persistent client complaints to Service Delivery Manager, Product Management and Engineering to contribute to product improvements.
4. Assist in application configuration.
5. Develop utility and monitoring scripts and applications primarily using JavaScript, Python and AWS services.
6. Respond quickly to critical customer issues.
7. 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.
8. Tracks and reports operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas and provides actionable insight.
9. Acts as a technical resource in projects and initiatives and ensures successful project implementation.
10. Contributes to design considerations for new products or architectural changes to existing products.
11. Analyses problems in design, configuration, data flow and data state within a highly complex multi-product provisioning system.
12. Performs routine maintenance tests for designated areas of engineering and ensures all maintenance is properly validated to minimize impact.
13. Provides training and guidance to less experienced team members.
14. Attains industry standard certifications and education.
15. Consistent exercise of independent judgment and discretion in matters of significance.
16. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
17. 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:

1. Understanding of web services (HTTP, Web API, Web protocols)
2. Experience in the following languages: Python or JavaScript
3. Understanding of Git and Gitflow
4. Strong troubleshooting, problem-solving skills, creativity and resourcefulness
5. Strong communication skills
6. A dedication to customer satisfaction
7. Must be willing to be a part of a 24X7 on call rotation

Desirable:

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

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.

Relative Work Experience

2-5 Years. 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, genetic information, or any other basis protected by applicable law.

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