Dedicated Support Engineer - Comcast Technology Solutions

In this role you support customers as a trusted technical advisor, resolving incidents and enabling adoption of CTS platforms. You collaborate across Product, Engineering and Service Delivery to drive improvements and ensure smooth onboarding, deployments and ongoing reliability. You develop automation and monitoring solutions to reduce toil and enhance service quality. You will work in a fast-paced, on-call environment to safeguard customer success and system health. This is an opportunity to shape operational excellence in a large-scale SaaS/cloud-native context.

• Investigate, troubleshoot and resolve high-priority incidents using CTS services and customer integrations, coordinating escalations and communications
• Extract technical insights from support cases to improve documentation, knowledge bases and processes
• Escalate recurring issues and product gaps to drive platform improvements with Product Management and Engineering
• Lead and support onboarding readiness for new customers, launches and integrations, ensuring monitoring, procedures and readiness before production
• Develop automation, tooling and monitoring solutions using Python, AWS, Datadog and Splunk
• Participate in 24/7 on-call rotation and respond to critical incidents
• Coordinate cross-functional resources during outages and drive issue resolution with internal teams
• Act as customer advocate through escalation, providing updates and ensuring issue ownership and timely closure
• Provide clear, confident updates in customer meetings and incident discussions, highlighting root causes and remediation plans
• Monitor and report on operational performance, identify risks and opportunities for improvement
• Contribute technically to cross-functional projects and to design of new products and architectures
• Plan and execute routine maintenance to minimize impact and maintain service stability
• Identify opportunities to improve reliability and efficiency through automation and process improvement
• Mentor junior staff and support professional development
• Maintain ongoing professional development and relevant certifications
• Exercise independent judgment on operational and technical matters

• Solid understanding of web technologies (HTTP, APIs)
• Professional coding experience with Python or similar for automation
• Experience with Git and Gitflow
• Strong troubleshooting, analytical and problem-solving skills
• Excellent written and verbal communication
• Proven commitment to delivering outstanding customer experiences
• Ability to explain technical issues to both technical and non-technical audiences
• Willingness to participate in a 24/7 on-call rotation

• Customer-focused mindset
• Clear and confident communicator
• Collaborative with cross-functional teams
• Python or similar programming language
• Automation and tooling development
• Git and source control (Gitflow)