Manager, Technical Support Engineering

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
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.
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.
DISH Business has experienced significant growth in the commercial market over the past few years and expects to continue growing, particularly with networking-related technologies in hotels, senior living and college campus housing to deliver our OnStream solution. While exciting as we push new networking technologies, this adds complexity and challenges to our business.
As a Technical Support Engineer team manager, you'll be a key member of the DISH Business Product Team focused on supporting a variety of new and legacy video and networking-related technologies. We're looking for someone who is familiar with basic video, networking, and technical concepts and has the drive to learn more. If you like figuring out how products work in a fast paced environment, then this role is for you! leveraging this knowledge to provide support to our DISH Business integration partners, and manage our growing portfolio of products from beta programs through end of life.
Key Responsibilities:

• Manage and scale a Technical Support Engineering team supporting DISH Business's full portfolio of commercial video and internet products, maintaining a high-performing support organization
• Mentor, coach, and conduct regular performance reviews; lead hiring, interviewing, and onboarding of Technical Support Engineers to support business growth
• Define and execute the strategic roadmap for the Technical Support Engineering team, aligning support capabilities with new technology adoption and DISH Business expansion
• Oversee technical operations including lab environments to replicate field issues, root-cause analysis, QA regression/acceptance testing, and escalation to internal development teams and third-party manufacturers
• Provide cross-functional technical leadership by supporting Product and Sales teams (RFP responses, pre-installation discussions, product development input, and customer-facing technical support as needed)
• Own technical documentation and knowledge management (release notes, manuals, KBs, training modules) while leveraging Salesforce to track all support interactions; participate in on-call escalation and limited travel (≤10%) for critical support and industry events

Skills, Experience and Requirements
Education and Experience:

• Bachelor's degree and 5+ years of relevant experience (e.g., Computer Science, Network Engineering, or commercial TV installation/operations), with 1-4 years of people management experience
• Strong networking fundamentals with proven ability to troubleshoot complex network issues; B2B/commercial technology support experience preferred, especially in hospitality, senior living, or MDU environments
• Certified technical education strongly preferred (e.g., Cisco CCNA, CompTIA A+/Net+/Linux+, LPI Linux Essentials); DOCSIS DEP certification a plus
• Experience supporting and troubleshooting Android-based set-top box environments, including reading Android debug logs and using ADB
• Proficiency in Linux environments, including bare-metal server operations; server administration experience preferred
• Working knowledge of RF and QAM distribution concepts, with demonstrated ability to interpret complex technical documentation to drive advanced troubleshooting and resolution

Skills and Qualifications:

• Proven ability to manage multiple priorities, maintain meticulous organization, and drive projects to successful completion
• Exceptional verbal and written skills for executive level communication; ability to clearly translate complex technical concepts for a diverse audience (internal teams, partners, and senior leadership)
• Ability to learn new technologies and procedures quickly
• Strong analytical, troubleshooting, and problem resolution skills
• Ability to multitask and be flexible based on the customer and business needs
• Can think logically, systematically yet also be creative and think "outside the box"
• Proven ability to deescalate, manage, and resolve critical support situations involving high value partners and stakeholders

Visa sponsorship not available for this role
Salary Ranges
Compensation: $96,250.00/Year - $137,500.00/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.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact [email protected] if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement , Pay Transparency , EEOC Know Your Rights ( English / Spanish )