Technical Support Engineer I

Technical Support Engineer

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. Our sales team advocates 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 include:

• 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

Skills, experience and requirements:

Education and experience:

• College degree and 0-1 years of experience; or 4+ years relevant work experience (eg. Computer Science degree, Network Engineer or Commercial TV Installation experience)
• Certified technical education not required but strongly preferred (eg. Cisco CCNA, CompTia A+, Net+, Linux+, LPI Linux Essentials, ect.)
• 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 based 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

Visa sponsorship not available for this role. Candidates must be willing to participate in at least one in-person on-site interview.

Salary Ranges: Compensation: $63,150.00/Year - $80,000.00/Year

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 are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. U.S. Citizenship is required for certain positions. EEO is the law. At EchoStar, you have the right to request reasonable accommodations. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact careers@echostar.com. This contact information is for accommodation requests only; you may not use this contact information to inquire about the status of an application.