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.
Key Responsibilities:

• Partner with our Customer Experience Agents to resolve technical customer issues with service, global resets, and porting
• Use critical thinking skills, troubleshooting, and problem solving skills to resolve customer issues within a defined service level agreement
• Troubleshoot and resolve issues by using a variety of business applications, diagnostic tools, vendor portals, software, and running queries to analyze customer issues, identify root cause, and determine the proper course of action
• Provide a complete resolution to issues beyond the scope of this role by collaborating with other teams like our Customer Support Agents, Incident support teams, engineers, and developers
• Identify and create tickets in ServiceNow to escalate customer issues requiring Tier 3 service support from our Incident Management teams
• Use understanding of business processes, customer behavior, and knowledge of wireless devices and networks to draft knowledge base entries into playbooks/runbooks
• Perform various other duties depending on circumstances as needed

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
• Have the ability to work independently and as part of a larger Service Continuity Support team
• Have excellent customer service abilities and be able to explain technical solutioning to technical and non-technical stakeholders
• Be comfortable reading and interpreting technical logs, claimcheck returns, and basic scripting

Technical Requirements:

• Domain expertise in Wireless Systems, networks and devices
• Proficiency in using diagnostic tools and software
• Experience in running SQL queries, Snowflake experience preferred
• Experience in running APIs in tools like Postman
• Experience in following predefined playbooks/runbooks
• Comfortable with pre-defined scripts to resolve customer issues
• Solid written and verbal communication skills and the ability to articulate technical issues in terms of Customer behaviour.
• Strong analytical and problem-solving skills
• Ability to work with Technical concepts like SQL Queries, API tools, Provisioning and Billing workflows, etc.

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 - $63,150.00/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 )