On-Call Cloud Support & Automation Engineer

Comcast Corporation; Centennial (CO); On-site; USD 84,000 - 126,000; Full time

Job summary

Comcast Corporation is seeking a dedicated Support Engineer for CTS to help customers maximize platform value. You will investigate and resolve high-priority incidents, contribute to knowledge bases, and drive platform improvements while coordinating with multiple internal teams.

A strong focus on automation, observability, and customer advocacy is essential. The role requires web tech proficiency, Python automation skills, and experience with AWS, Datadog, and Splunk.

Qualifications

• Solid understanding of web technologies, including HTTP, APIs and related protocols.
• Professional coding experience with Python or a similar programming language, with the ability to develop automation, tooling and operational solutions.
• Experience using Git and modern source control practices such as Gitflow.
• Strong troubleshooting, analytical and problem-solving skills.
• Excellent written and verbal communication skills.
• Proven commitment to delivering outstanding customer experiences.
• Ability to communicate technical issues clearly to both technical and non-technical audiences.
• Willingness to participate in a 24×7 on-call support rotation.

Responsibilities

• Apply deep knowledge of CTS services and customer integrations to investigate, troubleshoot and resolve complex or high-priority incidents, coordinating escalations and customer communications as required.
• Identify valuable technical insights from support cases and contribute to the continuous improvement of team documentation, knowledge bases and operational processes.
• Highlight recurring customer issues, product gaps and service deficiencies to Service Delivery, Product Management and Engineering teams to drive product and platform improvements.
• Lead and support operational readiness activities for new customer onboarding, product launches, platform enhancements and custom customer integrations, ensuring monitoring, alerting, documentation, support procedures, maintenance requirements and team readiness are established prior to production deployment and successful transition into operational support.
• Develop and maintain automation, utility and monitoring solutions using technologies such as Python, AWS, Datadog and Splunk.
• Participate in a 24×7 on-call rotation and respond effectively to critical customer incidents.
• Troubleshoot and resolve all but the most complex technical issues with minimal supervision. Lead technical outage bridges, coordinate cross-functional resources, and drive escalated customer issues through to resolution by partnering with Product Engineering, Professional Services, Service Delivery and other internal teams.
• Act as the customer advocate throughout the escalation process, ensuring appropriate ownership, prioritization and follow-through while providing timely updates and driving issues to a successful resolution.
• Act as a trusted operational representative during customer meetings, service reviews and incident discussions, providing clear and confident updates on active issues, root cause investigations, service performance and remediation plans while building trust in CTS's support and operational capabilities.
• Monitor, analyze and report on operational performance, identifying trends, risks and opportunities for improvement through data-driven insights.
• Serve as a technical contributor to cross-functional projects and initiatives, ensuring successful delivery and execution.
• Provide technical input into the design and evolution of new products, platforms and architectural changes.
• Analyze issues relating to system design, configuration, data flow and data integrity across complex, multi-product environments.
• Plan, execute and validate routine maintenance activities to minimize customer impact and ensure service stability.
• Identify opportunities to improve service reliability, operational efficiency and supportability through automation, process improvement and proactive problem management.
• Mentor and support less experienced team members through knowledge sharing, coaching and technical guidance.
• Maintain professional development through ongoing training and relevant industry certifications.
• Exercise sound judgement and make informed decisions independently on matters of operational and technical significance.

Skills

Web technologies

Python automation

Git/Gitflow

Troubleshooting

Communication

Customer focus

On-call readiness

Incident handling

Education

Bachelor's Degree

Tools

AWS

Docker

Datadog

Splunk

Job description

Comcast Corporation is seeking a dedicated Support Engineer for CTS to help customers maximize platform value. You will investigate and resolve high-priority incidents, contribute to knowledge bases, and drive platform improvements while coordinating with multiple internal teams.

A strong focus on automation, observability, and customer advocacy is essential. The role requires web tech proficiency, Python automation skills, and experience with AWS, Datadog, and Splunk.