Dedicated Support Engineer

Comcast Resume • Centennial, CO

3d • $84,325 - $126,488

About The Position

The Dedicated Support Engineer at Comcast CTS serves as a trusted technical advisor and operational representative, helping customers resolve challenges, maximize the value of CTS platforms, and receive a consistently high-quality service experience. The role investigates and resolves complex or high-priority incidents, coordinates escalations and customer communications, and advocates for customers through issue resolution. It also supports operational readiness for customer onboarding, launches, platform enhancements, and custom integrations; develops automation and monitoring solutions; and contributes technical input to products, platforms, and architectural changes.

The engineer monitors operational performance, identifies trends and opportunities to improve reliability and supportability, plans and validates routine maintenance, and contributes to cross-functional projects. The role includes leading outage bridges, coordinating internal teams, providing clear updates during customer meetings and incident discussions, and mentoring less experienced team members. Participation in a 24×7 on-call rotation is required. Comcast notes that employees are generally expected to work on-site unless the team is designated virtual; a remote option may be considered for candidates living more than 100 miles from an office when both office and virtual options are listed.

Requirements

• Solid understanding of web technologies, including HTTP, APIs, and related protocols.
• Professional coding experience with Python or a similar programming language, including 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.
• Demonstrated commitment to delivering outstanding customer experiences.
• Ability to clearly and confidently explain technical issues to technical and non-technical audiences.
• Willingness to participate in a 24×7 on-call support rotation.
• Bachelor's degree preferred; Comcast may also consider a combination of coursework and experience or extensive related professional experience.
• 2–5 years of relevant work experience.

Nice To Haves

• Experience deploying, configuring, and supporting workloads within AWS, including S3, Lambda, and DynamoDB.
• Familiarity with containerization technologies such as Docker.
• Experience with observability and monitoring platforms such as Datadog and Splunk.
• Experience working in SaaS, cloud-native, or large-scale distributed environments.
• Relevant industry certifications.

Responsibilities

• Investigate, troubleshoot, and resolve complex or high-priority incidents using knowledge of CTS services and customer integrations; coordinate escalations and customer communications.
• Identify technical insights from support cases and improve team documentation, knowledge bases, and operational processes.
• Report recurring customer issues, product gaps, and service deficiencies to Service Delivery, Product Management, and Engineering teams.
• Lead and support operational readiness for customer onboarding, product launches, platform enhancements, and custom integrations, including establishing monitoring, alerting, documentation, support procedures, maintenance requirements, and team readiness before production deployment.
• Develop and maintain automation, utility, and monitoring solutions using technologies such as Python, AWS, Datadog, and Splunk.
• Participate in a 24×7 on-call rotation and respond to critical customer incidents.
• Troubleshoot and resolve technical issues with minimal supervision; lead technical outage bridges and coordinate cross-functional resources to resolve escalated customer issues.
• Advocate for customers during escalations by ensuring ownership, prioritization, follow-through, timely updates, and successful resolution.
• Represent operations in customer meetings, service reviews, and incident discussions; communicate active issues, root-cause investigations, service performance, and remediation plans.
• Monitor, analyze, and report operational performance, identifying trends, risks, and improvement opportunities through data-driven insights.
• Contribute technical expertise to cross-functional projects and initiatives.
• Provide technical input into the design and evolution of products, platforms, and architectural changes.
• Analyze issues involving system design, configuration, data flow, and data integrity across complex, multi-product environments.
• Plan, execute, and validate routine maintenance activities to minimize customer impact and maintain service stability.
• 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 judgment and make independent decisions on operational and technical matters.

Benefits

• Comcast provides benefits to eligible employees, with personalized options and guidance intended to support employees physically, financially, and emotionally. Details are available in the company's compensation and benefits summary.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level