National Network Surveillance Technician

Job Summary

The Service Policy Assurance Technician 3 is responsible for performing a wide range of functions across a variety of technologies and applications that include performing mitigation for security incidents; providing education to internal and external customers regarding SPAM/Phishing, Identity Theft, Voice Fraud, and other SPA Operation programs. Ideally, this candidate possesses advanced security and privacy knowledge to protect and combat against common threat vectors.

This resource will take lead and communicate directly with the application teams, escalation groups, stakeholders, and business partners, ranging from application users up to VPs.

• Assist Comcast customers in recovery from fraudulent activity and attacks against them within the Comcast domain
• Assist other Comcast teams in understanding and addressing security, policy, service, fraud, and compliance issues
• Work with the other SPA departments to identify improvement opportunities in the current work, and to identify and alert to issues that impact our domain
• Works incoming operation tickets accurately and in a timely manner
• Answers Tier 3 incoming calls, voice mail, chat and email
• Maintains active presence in all relevant Slack and Teams channels
• Defines, creates, and implements workflow changes
• Implements process improvements and efficiencies
• Prioritizes workload and manages multiple time‑sensitive issues. Demonstrates flexibility and adaptability to the changing needs of the business
• Is actively engaged in continuing education
• Adheres to SPA Operations Guiding Principles
• Regular, consistent, and punctual attendance
• Consistently maintains (or exceeds) defined Scorecard metrics
• Is a member of On‑Call support team
• Address high‑visibility media and legal escalations
• Address specific high importance policy, compliance, and security workflows
• Cultivate relationships up, down, and across the organizational chain
• Mentor, share knowledge, skills and/or experience, to help other technicians develop and grow

• Knowledge and experience mitigating malware, bots, copyright infringement, CPNI/PII, identity theft, theft of service, spam, phishing, messaging, DDOS and other security, privacy, and anti‑abuse threats and policies
• Highly organized and detail oriented
• Experience with remote troubleshooting
• Proven analytical & problem‑solving ability
• Ability to grasp new technologies quickly and be willing to learn new applications and web interfaces
• Ability to work in a fast‑paced environment

• 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.
• Support a culture of inclusion in how you work and lead.
• Do what’s right for each other, our customers, investors and our communities.

• Medical & Dental
• 401(k) Savings Plan
• Generous paid time off
• Life Milestones – from adoption assistance, childcare resources, pet insurance, and more, Comcast supports you at all life stages.
• Courtesy Services – free digital TV and internet for all full‑time employees in serviceable areas.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, perform essential job functions, and receive other benefits and privileges of employment. Please contact us to request an accommodation.

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

Comcast is an equal opportunity workplace. We will consider all…