Technical Support Engineer II

Job TitleCommercial Video And Internet Product Support SpecialistCommercial video and internet product environments present complex technical challenges that require immediate resolution to maintain service integrity. This role solves high-tier escalation issues by diagnosing root causes across hardware, software, and networking systems. By partnering with internal engineering teams, external manufacturers, and field leadership, the specialist ensures seamless product deployment and ongoing operational stability.What Success Looks Like (Objectives)Provide Tier 3 and Tier 4 advanced product support across commercial video and internet platformsResolve high-level escalations through multi-channel communication; manage laboratory hardware setups to isolate bugs and replicate complex field defectsPartner with QA to execute regression and acceptance testing for upcoming software and hardware releasesCreate and update technical documentation, knowledgebase articles, and training modules; leverage AI tools to streamline documentation workflowsManage customer interactions and support cases within Salesforce to ensure accurate tracking and resolution metricsCore Skills, Competencies, and Key Experiences (What you'll bring)Expertise in analyzing Linux and Android system logs, ADB commands, and complex network configurationsTechnical problem-solving skills to diagnose hardware, software, and RF/QAM distribution issues systematicallyAI application skills to summarize diagnostic logs, accelerate root-cause analysis, and optimize troubleshooting workflowsClear written and verbal communication abilities to convey technical concepts to partners and cross-functional teamsStrong workload management skills to prioritize tasks, adapt to changing business needs, and de-escalate high-pressure situationsAdditional Qualifications:Experience with Server Administration, network troubleshooting, or RF/QAM distribution systemsTechnical certifications such as Cisco CCNA, CompTIA A+, Net+, Linux+, LPI Linux Essentials, or DOCSIS DEPMinimum Requirements:Bachelor's Degree in Computer Science, Network Engineering, or a related field; or 4+ years of equivalent practical work experience2-4 years of experience in commercial TV installation, network engineering, or technical product supportAndroid set-top box troubleshooting and ADB log analysisLinux-based log interpretation and diagnostic troubleshootingSalesforce case management and technical documentation creationSalary Range: $63,150.00/Year - $90,000.00/YearAbout Our DepartmentBeyond connecting customers to their favorite entertainment, our Video Services team delivers an award-winning TV experience to millions of customers across DISH TV and Sling TV platforms. Our dynamic teams are unwavering in our commitment to continuous innovation, ensuring the evolution of products and the constant enhancement of the overall customer experience.About Our CompanyEchoStar 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.BenefitsWe offer meaningful health perks, including flexible spending accounts, HSA, a 401(k) plan with company match, employee stock purchase plan, career opportunities, and a flexible time away plan.