Real-Time Support Engineer

Company Summary
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.
Department Summary
Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our people play vital roles in connecting consumers with the products and platforms of tomorrow.
Job Duties and Responsibilities
Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.
This role will be empowered to provide direct and real time advanced technical support to internal CXO resources for the benefit of Retail Wireless Customers. This position will have the opportunity to work real time with Level 1 Agents who are on Phone with the Customers for the issues needing technical assistance.
Key Responsibilities:

• Partner with Customer Experience Agents to troubleshoot and resolve technical issues, service disruptions, and porting problems
• Apply critical thinking and problem-solving skills to resolve customer issues within defined service level agreements
• Use business applications, diagnostic tools, vendor portals, and data queries to identify root cause and determine solutions
• Collaborate with support teams, engineers, and developers to resolve complex issues beyond Tier 2 scope
• Create and manage ServiceNow tickets to escalate issues requiring Tier 3 Incident Management support
• Leverage business process knowledge and wireless expertise to draft playbooks, runbooks, and knowledge base entries

Skills, Experience and Requirements
Education and Experience:

• High School diploma, GED, or equivalent experience;
• 2-4 years of experience handling advanced technical support that includes identifying and resolving a broad range of customer issues

Skills and Qualifications:

• Have regular and reliable attendance with the availability to work onsite out of our Christiansburg, VA office
• Be available to work a predictable and defined shift schedule with some flexibility to ensure coverage

• Ability to work independently and collaboratively within a Service Continuity Support team
• Excellent customer service skills with the ability to explain technical solutions to technical and non-technical stakeholders
• Comfortable reading technical logs, claimcheck returns, and basic scripting for troubleshooting
• Expertise in wireless systems, networks, and devices with strong diagnostic and problem-solving skills
• Proficient with SQL queries (Snowflake preferred), API tools like Postman, and familiar with provisioning and billing workflows
• Strong written and verbal communication skills with the ability to translate technical issues into customer-friendly language

Preferred Education and Experience:

• Have a two-year college degree or higher in Computer Science/Information Technology or equivalent professional experience
• 2+ years experience in a technical support role, preferably in the wireless industry

Visa sponsorship not available for this role
Salary Ranges
Compensation: $58,656.00/Year - $63,000.00/Year
Benefits
We offer versatile health perks, including flexible spending accounts, HSA, a 401(k) Plan with company match, ESPP, career opportunities, and a flexible time away plan; all benefits can be viewed here: DISH Benefits .
The base pay range shown is a guideline. Individual total compensation will vary based on factors such as qualifications, skill level, and competencies; compensation is based on the role's location and is subject to change based on work location.
Candidates need to successfully complete a pre-employment screen, which may include a drug test and DMV check. Our company is committed to fostering an inclusive and equitable workplace where every individual has the opportunity to succeed. We are dedicated to providing individuals with criminal or arrest records a fair chance of employment in accordance with local, state, and federal laws.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.