Technical Support Engineer II
US-CO-Englewood
Attract-careers1
Req #: 100678
Type: Fulltime-Regular
|
|
||||||||||
|
|||||||||||
Overview: Beyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience. Responsibilities: Candidates must be willing to participate in at least one in-person interview: Commercial video and internet product environments present complex technical challenges that require immediate resolution to maintain service integrity. This role solves high-tier escalation issues by diagnosing root causes across hardware, software, and networking systems. By partnering with internal engineering teams, external manufacturers, and field leadership, the specialist ensures seamless product deployment and ongoing operational stability. What Success Looks Like (Objectives): * Provide Tier 3 and Tier 4 advanced product support across commercial video and internet platforms * Resolve high-level escalations through multi-channel communication; manage laboratory hardware setups to isolate bugs and replicate complex field defects * Partner with QA to execute regression and acceptance testing for upcoming software and hardware releases * Create and update technical documentation, knowledgebase articles, and training modules; leverage AI tools to streamline documentation workflows * Manage customer interactions and support cases within Salesforce to ensure accurate tracking and resolution metrics Qualifications: Core Skills and Competencies (What you'll bring): * Expertise in analyzing Linux and Android system logs, ADB commands, and complex network configurations * Technical problem-solving skills to diagnose hardware, software, and RF/QAM distribution issues systematically * AI application skills to summarize diagnostic logs, accelerate root-cause analysis, and optimize troubleshooting workflows * Clear written and verbal communication abilities to convey technical concepts to partners and cross-functional teams * Strong workload management skills to prioritize tasks, adapt to changing business needs, and de-escalate high-pressure situations Additional Qualifications: * Experience with Server Administration, network troubleshooting, or RF/QAM distribution systems * Technical certifications such as Cisco CCNA, CompTIA A+, Net+, Linux+, LPI Linux Essentials, or DOCSIS DEP Minimum Requirements: * Bachelor's Degree in Computer Science, Network Engineering, or a related field; or 4+ years of equivalent practical work experience * 2-4 years of experience in commercial TV installation, network engineering, or technical product support * Android set-top box troubleshooting and ADB log analysis * Linux-based log interpretation and diagnostic troubleshooting * Salesforce case management and technical documentation creation Visa sponsorship not available for this role
Share this job:
