Dedicated Support Engineer - Comcast Technology Solutions

London Source: WhatJobs

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Overview

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.

Responsibilities

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

Key requirements

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