Engineer 2, Strategic Engineering (Swing Shift)

hackajob is collaborating with

Comcast to connect them with exceptional professionals for this role.

Comcast Business offers a suite of Connectivity, Communications, Networking, Cybersecurity, Wireless, and Managed Solutions to help global organizations of all sizes prepare for what’s next. Powered by the nation’s largest Gig-speed broadband network and backed by 24/7 customer support, Comcast Business is the nation’s largest technology provider to small businesses and one of the leading service providers to the Enterprise market.

Comcast

Business has been consistently recognized by industry analysts and associations as a leader and innovator, and one of the fastest growing providers of Ethernet services.

Job Summary

Responsible for providing a best-in-class experience to all customers, providing advanced and complex technical support for Enterprise, Mid-Market customers and Small/Medium Business Strategic Customers. Engineers will be responsible for working directly with customers, internal teams, third party vendors, and Off-net ISPs, using multiple system applications and troubleshooting knowledge to ensure customer technical issues are resolved and completed accurately and efficiently. Works with our strategic customers, business partners, and the strategic team to achieve goals.

Works independently, utilizing all resources available, and accepts full ownership of resolving customer issues, requests, and the customer experience.

Job Description

Core 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.

Employees At All Levels Are Expected To

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing