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EchoStar Corporation · 1 day ago

Real-Time Support Engineer

Christiansburg, VA

Full-time

Onsite

Entry, Mid Level

$59K/yr - $63K/yr

2+ years exp

EchoStar is reimagining the future of connectivity, offering a wide range of services from satellite television to mobile plans. The Real-Time Support Engineer role focuses on providing advanced technical support to internal resources, collaborating with customer experience agents to resolve technical issues and ensuring customer satisfaction.

HardwareSatellite CommunicationSoftware

No H1B

Responsibilities

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 escalate ServiceNow tickets for Tier 3 support when necessary

Develop knowledge base entries and playbooks based on business processes, customer behavior, and technical expertise

Qualification

Technical support experienceWireless systems expertiseSQL proficiencyTroubleshooting skillsCommunication skillsCustomer service skillsWork independentlyCollaboration skills

Required

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

Benefits

Flexible spending accounts

HSA

A 401(k) Plan with company match

ESPP

Career opportunities

A flexible time away plan

Company

EchoStar Corporation

Glassdoor3.5

EchoStar Corporation (Nasdaq: SATS) is a premier provider of technology, networking services, television entertainment and connectivity, offering consumer, enterprise, operator and government solutions worldwide under its EchoStar®, Boost Mobile®, Sling TV, DISH TV, Hughes®, HughesNet®, HughesON™ and JUPITER™ brands.

Founded in 1980

Englewood, Colorado, USA

10001+ employees