Support Engineer

Company Summary

Echo Star 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 Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

This role will be empowered to provide direct and real time advanced technical support to internal CXO resources for the benefit of Retail Wireless Customers. This position will have the opportunity to work real time with Level 1 Agents who are on Phone with the Customers for the issues needing technical assistance.

• Partner with Customer Experience Agents to resolve technical customer issues, including service, global resets, and porting
• Use critical thinking and troubleshooting skills to resolve customer issues within defined SLAs
• Utilize business applications, diagnostic tools, vendor portals, and queries to analyze and resolve issues
• Collaborate with support teams, engineers, and developers to ensure full issue resolution
• Create and expedite Service Now tickets for Tier 3 support when necessary
• Develop knowledge base entries and playbooks based on business processes, customer behavior, and technical expertise

• High School diploma, GED, or equivalent experience
• 2 - 4 years of experience handling advanced technical support that includes identifying and resolving a broad range of customer issues
• Experience following predefined playbooks, runbooks, and scripts for issue resolution

• Have regular and reliable attendance with the availability to work onsite out of our Christiansburg, VA office
• Be available to work a predictable and defined shift schedule with some flexibility to ensure coverage
• Ability to work independently and collaboratively within a Service Continuity Support team
• Excellent customer service skills with the ability to explain technical solutions to technical and non-technical stakeholders
• Comfortable reading technical logs, claimcheck returns, and basic scripting for troubleshooting
• Expertise in wireless systems, networks, and devices with strong diagnostic and problem-solving skills
• Proficient with SQL queries (Snowflake preferred), API tools like Postman, and familiar with provisioning and billing workflows
• Strong written and verbal communication skills with the ability to translate technical issues into customer-friendly language

Visa sponsorship not available for this role

Compensation: $58,656.00/Year - $63,150.00/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 pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. Echo Star will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law.

All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.

Echo Star will provide reasonable accommodation to otherwise qualified job…