Engineer 2, Strategic Engineering (Swing Shift)

Comcast is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market. The Engineer 2, Strategic Engineering role is responsible for providing advanced technical support to Enterprise, Mid-Market, and Small/Medium Business Strategic Customers, ensuring customer technical issues are resolved efficiently.

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:

• Provide Level 2 advanced technical support for escalated service issues for our Strategic customers
• Assist with inbound support calls from strategic customers
• Engage and facilitate technical discussions with Strategic Customers, Sales, and Strategic Partners
• Provide advanced technical support for off-net and escalated technical Issues
• 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)
• Deliver customer education and advanced support for Strategic Customers
• Report technical problems and submit complex change requests across Mid-Market, Enterprise, and Small/Medium Business products and services
• Ensure thorough follow-up and conduct customer callbacks needed to drive resolution and satisfaction
• Responsible for troubleshooting, escalating and regular engagement with off-net vendors
• Understand customer networks, correlating data and symptoms to identify points of failure
• Maintain and create technical documentation of processes and procedures
• Accurately document customer accounts and internal systems for all customer interactions
• Utilize various software applications to administer customer account information
• Educate and assist customers with self-service online portals
• Exercise sound judgment and discretion in decision-making
• Work independently, utilizing all resources available
• Engage in our culture of continuous improvement
• Prioritize workload and manage multiple time sensitive issues at once
• Demonstrate 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
• Bachelor's Degree
• Some combination of coursework and experience, or extensive related professional experience