Dedicated Support Engineer - Comcast Technology Solutions

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

At CTS, there are significant opportunities to develop your skills, broaden your technical expertise and grow your career. Dedicated Support Engineers play a critical role in customer success, acting as trusted technical advisors who help customers overcome challenges, maximise the value of our platforms and ensure a consistently high-quality service experience.

Job Description

Key Responsibilities

• Apply deep knowledge of CTS services and customer integrations to investigate, troubleshoot and resolve complex or high-priority incidents, coordinating escalations and customer communications as required.
• Identify valuable technical insights from support cases and contribute to the continuous improvement of team documentation, knowledge bases and operational processes.
• Highlight recurring customer issues, product gaps and service deficiencies to Service Delivery, Product Management and Engineering teams to drive product and platform improvements.
• Lead and support operational readiness activities for new customer onboarding, product launches, platform enhancements and custom customer integrations, ensuring monitoring, alerting, documentation, support procedures, maintenance requirements and team readiness are established prior to production deployment and successful transition into operational support.
• Develop and maintain automation, utility and monitoring solutions using technologies such as Python, AWS, Datadog and Splunk.
• Participate in a 24×7 on-call rota and respond effectively to critical customer incidents.
• Troubleshoot and resolve all but the most complex technical issues with minimal supervision. Lead technical outage bridges, coordinate cross-functional resources, and drive escalated customer issues through to resolution by partnering with Product Engineering, Professional Services, Service Delivery and other internal teams.
• Act as the customer advocate throughout the escalation process, ensuring appropriate ownership, prioritisation and follow-through while providing timely updates and driving issues to a successful resolution.
• Act as a trusted operational representative during customer meetings, service reviews and incident discussions, providing clear and confident updates on active issues, root cause investigations, service performance and remediation plans while building trust in CTS's support and operational capabilities.