Technical Support Engineer II
About The Position
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products. Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV. 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. 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.
Requirements
- 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
- Experience with Server Administration, network troubleshooting, or RF/QAM distribution systems
- 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
Nice To Haves
- Technical certifications such as Cisco CCNA, CompTIA A+, Net+, Linux+, LPI Linux Essentials, or DOCSIS DEP
Responsibilities
- 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
Benefits
- Flexible spending accounts
- HSA
- 401(k) Plan with company match
- ESPP
- Career opportunities
- Flexible time away plan
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
