Technical Support Engineer II

Job Description

Unless specifically stated otherwise, this role is "On-Site" at the location detailed in the job post.

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 Sales teams advocate for our products and the customers they serve. We've built a loyal customer base by selling consumers, retailers, affiliate partners, distributors and industry stakeholders on the DISH brands with authenticity. The sales department is critical to driving demand and creating strategic partnerships across the industry.

Job Duties and Responsibilities

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.

Key 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

Additional Qualifications/Responsibilities

Skills, Experience and Requirements

Education and Experience:

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

Skills and Qualifications:

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

Salary Ranges

Compensation: $63,150.00/Year - $90,000.00/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