Customer Delivery Engineer

Comcast•Plano, TX

14h

About The Position

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. Comcast Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services. Job Summary Responsible for the design, implementation, operational support of the Company Software Defined Network product. Provides expert-level technical advice and support for real time analysis, design, testing, and operations of software defined networks, etc. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.

Requirements

Skills Design, Network Management, Network Technologies
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 7-10 Years

Responsibilities

Performs technical training to junior operations/engineering team members.
Implements Universal Customer Premise Equipment (uCPE) and associated services in the inventory management database and updates and/or modifies designs with Internet Protocol (IP) assignments and Common Language Location Identifier (CLLI) codes.
Provisions network service configuration in the Software Defined Network (SDN) Service platform for services such as Firewall, NAT/PAT, QoS, DHCP, Traffic Steering, BGP, Static Routes, Wireless Backup, Hybrid WAN, High Availability, LAN and WAN interfaces, etc.
Completes Bill of Materials (BOM) for hardware required for each site provisioned, ensuring the configuration and hardware match to meet the customer’s requirements.
Working with Customer Project Managers (CPM), provides configurations and technical leadership as a primary technical resource on IP router network technologies, traffic flows, and overall end to end network communication during the Service Delivery process.
Tests and turns up new uCPE and Wireless Backup circuits in a production environment.
May recommend new practices and procedures, as necessary.
Executes test plans and logs results.
Gathers supporting documentation such as installation photos and speed tests.
Works with Field Technicians in all Regions, as well as related Engineering departments and centers, to maintain communications regarding work orders/projects.
Instructs the field how to connect the uCPE and Underlay circuit(s).
Coordinates and resolves service issues with providers and vendors to ensure accurate and timely implementation and resolution of off-net Underlay circuit issues.
Interfaces with customers in regard to acceptance testing of SDN Overlay and Wireless Backup services.
Executes test plans and logs results.
Develops and implements test and acceptance criteria for network elements.
Troubleshoots IP networking and security issues, providing resolutions according to established practices and procedures including executing packet captures, analyzing network performance data, reviewing security profiles, parsing log files, and understanding the customer’s desired outcome.
Interfaces with customers to resolve customer issues with their service & to understand Change of Service requests.
Interfaces with customers to help educate them on the use and functionality of their service.
Opens and updates service tickets in database/tracking system.
Expertly troubleshoots IP and Network Security issues including routing, performance, connectivity, access, network address translation, access control lists/firewall rules, and network management protocols (DHCP, DNS, etc.).
Analyze network performance metrics and identify service affecting root causes to customer chronic and systemic issues.
Collaborates with customer, Development and Strategic Engineering, and SDN Service platform vendor during in-depth troubleshooting.
Executes Change of Service requests through the SDN Service platform.
Validates functionality after changes made to ensure customer satisfaction.
Escalates issues in a timely fashion.
Provides all relevant information, accurately entering information into trouble ticket database.
Directs efforts so as to maintain service Mean Time to Repair (MTTR) within regional or contractual standards.
Performs deep dives and root cause analysis into customer issues looking for systemic problems.
Collaborates with Engineering and Vendor teams on resolution of systemic problems.
Coordinates and implements patches in the production environment to resolve systemic problems.
Provides feedback to and supports applications/features/products under development.
Assists with the software update process for existing applications, and rollouts of software releases.
Collaborates with project stakeholders to identify tool and technical requirements to support Operations.
Conducts analysis to determine integration needs.
Works with Product Development team to determine if products, features, and applications fit specification and technical requirements.
Researches, writes and edits documentation and technical requirements, including product and feature designs, evaluation test plans, test results, technical manuals and formal recommendations and reports.
Provides expertise and guidance to junior team members.
Understands Network Function Virtualization (VNF) concepts and strategies including Universal Customer Premise Equipment (uCPE).
Demonstrates expert level knowledge of Internet Protocol (IP) routing and switching fundamentals (See Preferred Requirements).
Works in a 24x7 Operations environment supporting live customers.
Supports both standard customers as well as large/complex customers with custom designs and configurations.
Exercises judgment during incident management, site design, network configuration and network activation to ensure efficient use of time.
Displays in-depth knowledge of engineering and development methodologies, concepts, skills, and their application.
Consistent exercise of independent judgment and discretion in matters of significance.
Regular, consistent and punctual attendance.
Must be able to work nights and weekends, variable schedule(s) as necessary.
Other duties and responsibilities as assigned.
Employees at all levels are expected to: Understand our Operating Principles; make them the guidelines for how you do your job. Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. Win as a team - make big things happen by working together and being open to new ideas. Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. Drive results and growth. Support a culture of inclusion in how you work and lead. Do what's right for each other, our customers, investors and our communities.