Engineer 2, Strategic Engineering (Swing Shift)

Comcast is a leading technology provider offering a suite of solutions for businesses. The Engineer 2 in Strategic Engineering is responsible for providing advanced technical support to enterprise customers, ensuring that complex technical issues are resolved efficiently while prioritizing customer experience.

Responsibilities:

• Prioritizes, champions, and owns the Customer Experience, with exceptional demonstration of the Quality behaviors on every interaction
• Provide Level 2 advanced technical support for escalated service issues for our Strategic customers and assist with inbound support calls from  strategic customers.  Provide advanced technical support for escalated service issues for our  Strategic customers and assist with overflow inbound support calls from strategic customers
• Engage and facilitate technical discussions with Strategic Customers, Sales, and Strategic Partners to review and resolve questions and concerns
• Provide advanced technical support for off-net and escalated technical Issues from our Strategic and internal escalations teams
• Efficiently troubleshoot and resolve complex network issues. Knowledge and ability to articulate Layer 1–3 network concepts (e.g., fiber optics, Ethernet, TCP/IP, DNS, VPN, firewalls, and routing basics)
• Delivers customer education and advanced support for Strategic Customers and escalated service issues. Reports technical problems and submits complex change requests across Mid-Market, Enterprise, and Small/Medium Business products and services. Ensures thorough follow-up and conducts customer callbacks needed to drive resolution and satisfaction
• Responsible for troubleshooting, escalating and regular engagement with off-net vendors to drive efficient resolution of off-net service issues
• Understanding customer networks, correlating data and symptoms to identify points of failure and correct escalation paths for resolution
• Maintain and create technical documentation of processes and procedures used throughout normal operations
• Accurately documents customer accounts and internal systems for all customer interactions and resolution, including detection information, diagnostic results and repair information
• Utilizes various software applications to administer customer account information, diagnose, and resolve technical difficulties
• Educate and assist customers with self-service online portals
• Exercises sound judgment and discretion in decision-making
• Works independently, utilizing all resources available, and accepts full ownership of resolving customer issues, requests, and the customer experience
• Engage in our culture of continuous improvement, providing recommendations for process improvements, enhancements, and optimization
• Prioritizes workload and manages multiple time sensitive issues at once
• Demonstrates flexibility and adaptability to the changing needs of the business
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary
• Other duties and responsibilities as assigned

Requirements:

• Bachelor's Degree
• 2-5 Years of Relevant Work Experience
• Knowledge and ability to articulate Layer 1–3 network concepts (e.g., fiber optics, Ethernet, TCP/IP, DNS, VPN, firewalls, and routing basics)
• Ability to troubleshoot and resolve complex network issues
• Experience providing Level 2 advanced technical support for escalated service issues
• Ability to engage and facilitate technical discussions with Strategic Customers, Sales, and Strategic Partners
• Experience documenting customer accounts and internal systems for all customer interactions and resolution
• Ability to utilize various software applications to administer customer account information, diagnose, and resolve technical difficulties
• Ability to educate and assist customers with self-service online portals
• Ability to prioritize workload and manage multiple time sensitive issues at once
• Demonstrates flexibility and adaptability to the changing needs of the business
• Regular, consistent and punctual attendance
• Ability to work nights and weekends, variable schedule(s) and overtime as necessary