Triage Engineer (Engineering Operations)

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Team of high-performance problem solvers seeks a candidate capable of both elite-level incident resolution, and operational relationship-building across international lines of support. Effective candidate will seek a culture valuing: - Intense Customer-first focus - Compassion and empathy among teammates and corporate partners - Excitement surrounding cutting-edge Media and Entertainment Technology - Analysis of difficult problems, rich in complexity and detail This is a remote position, with occasional visits to our Osterley office in London.

Job Description

Core Responsibilities:

• As part of the Comcast Triage Unit (CTU), build operational relationships between the team's US-based hub, and its clients located across Europe
• Resolve European and North American Production incidents arising during European work hours
• Triage defects within video platforms, proprietary tooling, and metadata processes - providing prompt and professional aid to supported customers, partners, and teams
• Contribute to internal CTU Knowledge Base, and mentor others in acquired areas of expertise
• Assist in expansion and development of a European-based hub of CTU

Candidate expectations:

• Utilize skills in problem solving, communication, relationship building, and presentation of key findings
• Grow to become a subject matter expert in one or more supported products and platforms
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint
• Win as a team - make big things happen by working together and being open to new ideas
• Know your stuff - be an enthusiastic learner, user, and advocate of our innovative technology, products, and services
• Understand our Operating Principles; make these the guidelines for how you do your job
• Become an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, aggregating feedback, and helping us elevate opportunities to do better for our customers
• Respect and promote the tenets of Diversity, Equity, and Inclusion
• Do what's right for each other, our customers, our investors, and our communities
• Act in compliance with industry and Company technical requirements, standards, policies, and procedures
• Work with moderate guidance in own area of knowledge

Essential Skills and Abilities:

• Superb organizational, communication, customer service, and interpersonal skills
• Demonstrated hands-on problem-solving experience within areas of high detail and complexity
• Ability to participate in on-call support rotation

Non-Essential Abilities of Interest:

• Skill in Major European language(s)
• Understanding of cable / streaming technology and content
• Software
• Ticketing systems (JIRA, ServiceNow / IOP)
• ELK / Elastic Stack
• SQL
• Insomnia
• Python
• Blackbird
• Prometheus
• Grafana

Job Specification:

• Experience: 0-5 years
• Preferred Location: Proximity to London, England
• Degree: Bachelor's
• Engineering, Computer Science, Data Science, Operations, AI
• While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional or life experience

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 technology, products and services, especially our digital tools and experiences
• Win as a team - make big things happen by working together and being open to new ideas
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers
• Drive results and growth
• Respect and promote inclusion & diversity
• Do what's right for each other, our customers, investors and our communities

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications

Comcast is an EOE/Veterans/Disabled/LGBT employer.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

2-5 Years

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.