Technical Support Engineer II

Company Summary EchoStar 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. Department Summary Beyond 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. Job Duties and Responsibilities Candidates must be willing to participate in at least one in-person interview: Commercial 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 platforms Resolve high-level escalations through multi-channel communication; manage laboratory hardware setups to isolate bugs and replicate complex field defects Partner with QA to execute regression and acceptance testing for upcoming software and hardware releases Create and update technical documentation, knowledgebase articles, and training modules; leverage AI tools to streamline documentation workflows Manage customer interactions and support cases within Salesforce to ensure accurate tracking and resolution metrics Skills, Experience and Requirements Core Skills and Competencies (What you’ll bring): Expertise in analyzing Linux and Android system logs, ADB commands, and complex network configurations Technical problem-solving skills to diagnose hardware, software, and RF/QAM distribution issues systematically AI application skills to summarize diagnostic logs, accelerate root-cause analysis, and optimize troubleshooting workflows Clear written and verbal communication abilities to convey technical concepts to partners and cross-functional teams Strong workload management skills to prioritize tasks, adapt to changing business needs, and de-escalate high-pressure situations Additional Qualifications: Experience with Server Administration, network troubleshooting, or RF/QAM distribution systems Technical certifications such as Cisco CCNA, CompTIA A+, Net+, Linux+, LPI Linux Essentials, or DOCSIS DEP Minimum Requirements: Bachelor’s Degree in Computer Science, Network Engineering, or a related field; or 4+ years of equivalent practical work experience 2-4 years of experience in commercial TV installation, network engineering, or technical product support Android set-top box troubleshooting and ADB log analysis Linux-based log interpretation and diagnostic troubleshooting Salesforce case management and technical documentation creation Visa sponsorship not available for this role Salary Ranges Compensation: $63,150.00/Year - $90,000.00/Year Benefits 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: EchoStar 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. EchoStar 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. EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please View email address on click.appcast.io if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. Click the links to access the following statements: EEO Policy Statement, Pay Transparency, EEOC Know Your Rights (English/Spanish) #J-18808-Ljbffr