Technical Support Engineer II

About the position

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 like our OnStream platform. While exciting as we push new networking technologies, this adds complexity and challenges to our business. As a Technical Support Engineer, you'll be a key member of the DISH Business Technical Support Team focused on supporting a variety of new and legacy video and networking-related technologies. You do not need to be a video or a networking expert to join this growing team. Rather, 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 partners, and manage our growing portfolio of Products from beta programs through end of life.

Responsibilities

• Support DISH Business's complete line of commercial video and internet products
• Provide Tier 3 and 4 product support; escalated support via phone, email, and video conferencing to installation Partner leadership
• Manage lab equipment used to replicate field issues and diagnosis root causes
• Escalate unresolved issues to 3rd party manufacturers as well as internal DISH Development teams
• Assist QA with regression (acceptance) tests for new software/hardware releases
• Draft and maintain resources such as release notes, installation manuals, whitepapers, best-practices, knowledgebase, troubleshooting documents and online training modules
• Use salesforce to track all support interactions with each account, or product
• May provide technical support during the sales process, including helping review and respond to requests for proposals (RFP) and pre-installation discussions with the end customers
• May assist the DISH Business Product Team during development of certain products/solutions
• May help develop and lead product training onsite, offsite, and virtually
• Lite travel required for Conferences/Expos and occasional site visits

Requirements

• Bachelors Degree in Computer Science or related field
• 4+ years relevant work experience (eg. Network Engineer or Commercial TV Installation experience)
• Certified technical education not required but strongly preferred (e.g. Cisco CCNA, CompTia A+, Net+, Linux+, LPI Linux Essentials, etc.)
• DOCSIS DEP certification not required but preferred
• Strong Understanding of networking and the ability to troubleshoot a network preferred
• Server Administrator experience not required but preferred
• Experience troubleshooting Android products (set top box)
• Experience reading Android Debug Logs and using ADB
• Experience reading linux bases logs
• Understanding RF & QAM distribution concepts not required but preferred
• Strong ability to read and comprehend technical documentation to make inferences
• Ability to learn new technologies and procedures quickly
• Strong analytical, troubleshooting and problem resolution skills
• Good verbal and written communication skills especially for explaining technical concepts to users at various levels of technical proficiency
• Ability to multitask and be flexible based on the customer and business needs
• Ability to prioritize workload and tasks
• Can think logically, systematically yet also be creative and think 'outside the box'
• Effectively manages difficult or escalated situations

Benefits

• Versatile health perks, including flexible spending accounts
• HSA
• 401(k) Plan with company match
• ESPP
• Career opportunities
• Flexible time away plan