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About the Role
Dedicated Support Engineers play a critical role in customer success, acting as trusted technical advisors who help customers overcome challenges, maximize the value of our platforms, and ensure a consistently high-quality service experience.
Responsibilities
- Investigate, troubleshoot, and resolve complex or high-priority incidents using deep knowledge of CTS services and customer integrations.
- Identify technical insights from support cases to improve team documentation, knowledge bases, and operational processes.
- Highlight recurring customer issues, product gaps, and service deficiencies to drive product and platform improvements.
- Lead and support operational readiness for new customer onboarding, product launches, platform enhancements, and custom customer integrations.
- Develop and maintain automation, utility, and monitoring solutions using Python, AWS, Datadog, and Splunk.
- Participate in a 24x7 on-call rota and respond effectively to critical customer incidents.
- Troubleshoot and resolve technical issues with minimal supervision.
- Lead technical outage bridges and coordinate cross-functional resources for escalated customer issues.
- Act as the customer advocate throughout the escalation process, ensuring ownership, prioritization, and follow-through.
- Serve as a trusted operational representative during customer meetings, providing updates on issues, investigations, and remediation plans.
- Monitor, analyze, and report on operational performance, identifying trends, risks, and opportunities for improvement.
- Serve as a technical contributor to cross-functional projects and initiatives.
- Provide technical input into the design and evolution of new products, platforms, and architectural changes.
- Analyze issues relating to system design, configuration, data flow, and data integrity across complex environments.
- Plan, execute, and validate routine maintenance activities to ensure service stability.
- Identify opportunities to improve service reliability, operational efficiency, and supportability.
- Mentor and support less experienced team members through knowledge sharing and technical guidance.
- Maintain professional development through ongoing training and relevant industry certifications.
- Exercise sound judgment and make informed decisions independently on operational and technical matters.
Requirements
- Solid understanding of web technologies, including HTTP, APIs, and related protocols.
- Professional coding experience with Python or a similar programming language.
- Experience using Git and modern source control practices such as Gitflow.
- Strong troubleshooting, analytical, and problem-solving skills.
- Excellent written and verbal communication skills.
- Proven commitment to delivering outstanding customer experiences.
- Ability to communicate technical issues clearly and confidently to both technical and non-technical audiences.
- Willingness to participate in a 24x7 on-call support rotation.
Skills
- Python
- AWS
- Datadog
- Splunk
- Git
- HTTP
- APIs
Experience Level
- 5-7 Years
Education Level
- Bachelor's Degree
Benefits
- Options, expert guidance, and always-on tools personalized to meet needs.
- Support physically, financially, and emotionally through life's milestones and everyday life.
About the Company
- Comcast brings together the best in media and technology, driving innovation to create the world's best entertainment and online experiences.
- As a Fortune 50 leader, Comcast sets the pace in innovative businesses and creates career opportunities across diverse locations and disciplines.
- Comcast is at the forefront of change, moving at an amazing pace thanks to its remarkable people who bring cutting-edge products and services to life for millions of customers daily.
- Comcast offers career advancement for individuals passionate about teamwork, revolutionizing industries, and leading the future in media and technology.
Equal Opportunity
- Comcast is an equal opportunity workplace.
- Comcast 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.