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.
• Monitor, analyse and report on operational performance, identifying trends, risks and opportunities for improvement through data-driven insights.
• Serve as a technical contributor to cross-functional projects and initiatives, ensuring successful delivery and execution.
• Provide technical input into the design and evolution of new products, platforms and architectural changes.
• Analyse issues relating to system design, configuration, data flow and data integrity across complex, multi-product environments.
• Plan, execute and validate routine maintenance activities to minimise customer impact and ensure service stability.
• Identify opportunities to improve service reliability, operational efficiency and supportability through automation, process improvement and proactive problem management.
• Mentor and support less experienced team members through knowledge sharing, coaching and technical guidance.
• Maintain professional development through ongoing training and relevant industry certifications.
• Exercise sound judgement and make informed decisions independently on matters of operational and technical significance.

Essential Skills & Experience

• Solid understanding of web technologies, including HTTP, APIs and related protocols.
• Professional coding experience with Python or a similar programming language, with the ability to develop automation, tooling and operational solutions.
• 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 24×7 on-call support rotation.

Desirable Skills & Experience

• Experience deploying, configuring and supporting workloads within Amazon Web Services (AWS), including S3, Lambda and DynamoDB.
• Familiarity with containerisation technologies such as Docker.
• Experience with observability and monitoring platforms such as Datadog and Splunk.
• Experience working within SaaS, cloud-native or large-scale distributed environments.

Comcast is 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.
Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.
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.
Relevant Work Experience
5-7 Years