Comcast's Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. In most cases, Comcast prefers to have employees on-site collaborating unless the team has been designated as virtual due to the nature of their work. If a position is listed with both office locations and virtual offerings, Comcast may be willing to consider candidates who live greater than 100 miles from the office for the remote option.Job SummaryNote: this is a 2nd-shift position, working ~ 4pm-Midnight ET and we are looking for someone who is based in Philadelphia. Responsible for participating as an individual contributor in project teams, troubleshooting operational issues, providing technical solutions to operational problems, new product implementation, implementing existing products and services and the overall upkeep and maintenance of designated areas of engineering. Interfaces with vendors, engineering and peer operations organizations. Acts in compliance with industry and Company technical requirements, standards, policies and procedures. Provides technical leadership to junior Engineers and project teams. Has in-depth experience, knowledge and skills in own discipline. Integrates knowledge of business and functional priorities. Acts as a key contributor in a complex and crucial environment. May lead teams or projects and shares expertise.Job DescriptionWould you like to be a digital data-service triage investigator? Do you find it satisfying recreating stories out of system event clues and users' reports?At Comcast, we are committed to delivering world-class interactive experiences in digital entertainment across an array of devices, atop Comcast's premier content aggregation platform. Within the Comcast Triage Unit, an elite team of triage analysts and creative problem-solvers, work with the data object representations of movable parts at the core of the video entertainment system.A great candidate is seeking a culture that values:Bringing joy to millions of customers by way of better product experiences and quality supportA deep appreciation for nuanced, complex issues where context is key and exploration rewardsBuilding bridges as a corporate partner liaison, and winning together as a teamA love for learning, and an unflappable drive to the discovery of cutting-edge technology in media and entertainment softwareCore ResponsibilitiesDrives issues through closure engaging all appropriate resources. Leads technical bridges and provides troubleshooting direction. Provides guidance and recommended solutions to complex technical issues.Acts as an advocate for Engineering Operations procedures, policies and processes. Ensures projects are fully integrated into the operations environment including lifecycle problem management from front line CARE through Engineering.Creates data and metric systems to track operational workflows; maintains records of results and feedback. Analyzes data and metrics, identifies problem areas and provides actionable insight to management.Provides input to Engineering and vendors on defects and required enhancements. Attains all relevant industry standard technical certifications.Performs complex and routine maintenance tests for designated areas of engineering. Identifies, isolates and escalates issues to appropriate personnel. Ensures that all maintenance is properly validated to minimize subscriber impact to (ideally) zero.Contributes to design considerations for new products or architectural changes to existing products. Assists with or leads efforts to build new application infrastructure, coordinating efforts across teams.Analyses problems in design, configuration, data flow and data state within a highly complex multi-product provisioning system.Serves as team lead on multiple projects, often spanning different engineering disciplines within the organization.Leads the integration of projects into operations including instrumentation, automation, standardization and methods/procedures.Does not have any direct supervisory responsibilities. May direct workflow and act as a technical lead.Consistent exercise of independent judgment and discretion in matters of significance.Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.Other duties and responsibilities as assigned.What you'll definitely doBuild operations relationships between the Comcast Triage Unit's Philadelphia based hub and clients located across nearly every continent.Identify the root cause for system failures, addressing issues where possible and authoring bug reports when notBe instrumental in the team's expansion into the Asian-Pacific footprintTriage defects within video platforms, proprietary tooling, and metadata processes - providing prompt and professional aid to supported customers, partners, and teamsShare information with the team, building our knowledgebases and refining our processes together.Candidate expectations:Utilize skills in problem solving, communication, relationship building, and presentation of key findingsGrow to become a subject matter expert in one or more supported products and platformsOwn the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpointWin as a team - make big things happen by working together and being open to new ideasKnow your stuff - be an enthusiastic learner, user, and advocate of our innovative technology, products, and servicesUnderstand our Operating Principles; make these the guidelines for how you do your jobBecome 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 customersRespect and promote the tenets of Diversity, Equity, and InclusionDo what's right for each other, our customers, our investors, and our communitiesEmployees 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.EducationBachelor's DegreeWhile 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 Experience0-2 YearsBase 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.PDN-993f682b-c06b-46bc-8ae5-9b7608dbc18c