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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

Responsible for planning and designing new software and web applications. Analyzes, tests and assists with the integration of new applications. In this role, you will have an opportunity to be a key product builder within Comcast Technology Solution’s exciting new cyber security business unit, which sells SaaS and subscription security solutions to large enterprises and federal governments. This is a dynamic, fast-paced business unit that resides within a highly entrepreneurial division of Comcast that takes what Comcast builds internally and commercializes it for external usage. Currently, two solutions, BluVector and DataBee, both used internally by the Comcast CISO organization, are sold by the business unit. These solutions are advanced threat detection, advanced threat hunting and security operations center and compliance offerings that improve security and compliance in a cost-effective manner.

Customer Support Engineer for our new commercialized SaaS product DataBee is the vital bridge between our customers and our advanced technology. Our Product which is the industry’s first security, risk and compliance data fabric platform. A SaaS solution built on the top cloud-native hosting and data technology, this solution is used widely in Comcast’s security and GRC teams and has delivered tremendous cost savings as well as faster detections, less noise, and higher compliance. Your deep understanding of Cyber Domain concepts and proficiency with AWS DevOps tools will be crucial for providing top-tier technical support. Equally important is your ability to communicate clearly and effectively, ensuring customer satisfaction and driving the growth of our SaaS product.

Job Description

Core Responsibilities

• Provide exceptional technical support to customers through various channels like email, phone, and live chat, ensuring prompt and precise issue resolution.
• Collaborate closely with cross-functional teams, including Product Development and Sales, to address customer inquiries and technical challenges.
• Diagnose and troubleshoot intricate technical issues reported by customers, leveraging your expertise in the Cyber Domain.
• Utilize your hands-on experience with AWS DevOps tools to assist customers in deploying, managing, and troubleshooting our product within their environments.
• Document and manage customer interactions, issues, and resolutions in our support ticketing system.
• Enhance technical support resources, including FAQs, knowledge base articles, and troubleshooting guides, using your Cyber Domain and AWS insights.
• Actively gather customer feedback to provide valuable input for product enhancements, especially in terms of security and DevOps best practices.
• Contribute to refining customer support processes, aligning them with the company's objectives and customer needs.
• Uphold the company's commitment to exceptional customer service, cultivating positive and lasting customer relationships.

Employees at all levels are expected to:

• 5 years of experience in technical customer support, preferably within a SaaS environment.
• Strong grasp of the Cyber Domain landscape.
• Hands-on experience with AWS DevOps tools and demonstrating your ability to troubleshoot cloud-based solutions.
• Excellent analytical and problem-solving skills, combined with a proactive mindset.
• Exceptional communication skills, both written and verbal, enabling you to convey technical concepts effectively to diverse audiences.
• Comfortable working autonomously and collaboratively in a fast-paced environment.
• Impeccable organizational skills and attention to detail.
• Passionate about delivering remarkable support and driving customer success.
• Good at AWS Tools such as AWS EKS, Lambdas, CloudWatch, SNS, SQS, S3, IAM, Route53
• Proficiency with any scripting language like Python or Shell.
• Understands the Cybersecurity Domain and its different streams under it.
• Good Communication Skill in all modes.

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.

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 benefits summary on our careers site for more details.

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.

Certifications (if applicable)

Relative Work Experience

5-7 Years

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, genetic information, or any other basis protected by applicable law.