Dedicated Support Engineer

About the role

Comcast Technology Solutions (CTS) is looking for a Dedicated Support Engineer in London. The role acts as a trusted technical advisor to customers, helping them overcome challenges, maximise the value of CTS platforms and ensure a consistently high-quality service experience. It offers opportunities to develop skills, broaden technical expertise and grow a career.

Key responsibilities

• Investigate, troubleshoot and resolve complex or high-priority incidents, coordinating escalations and customer communications
• Turn support cases into technical insights and improve documentation, knowledge bases and operational processes
• Highlight recurring issues and product gaps to Service Delivery, Product Management and Engineering teams
• Lead operational readiness for new onboarding, product launches and custom integrations, including monitoring, alerting and documentation before production
• Build and maintain automation, utility and monitoring solutions with Python, AWS, Datadog and Splunk
• Take part in a 24x7 on-call rota and handle critical incidents
• Troubleshoot issues with minimal supervision, lead outage bridges and escalate issues with Product Engineering, Professional Services and Service Delivery
• Act as customer advocate and operational representative in customer meetings and incident discussions
• Analyse operational performance, contribute to cross-functional projects and give input on new products and architecture
• Maintain routine maintenance, improve reliability through automation and process improvement, and mentor less experienced colleagues

Required profile

• Bachelor's degree (coursework and experience or extensive related experience may be considered)
• 5-7 years of relevant work experience
• Willingness to join a 24x7 on-call rotation

Required skills

• Solid understanding of web technologies, including HTTP, APIs and related protocols
• Professional coding experience with Python or a similar language, and Git with practices such as Gitflow
• Desirable: AWS (S3, Lambda, DynamoDB), Docker, Datadog and Splunk, and experience in SaaS, cloud-native or large-scale distributed environments