Real-Time Support Engineer

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.

Our Technology teams challenge the status quo and reimagine capabilities across industries. Whether through research and development, technology innovation or solution engineering, our team members play a vital role in connecting consumers with the products and platforms of tomorrow.

Candidates must be willing to participate in at least one in-person interview, which may include a live whiteboarding or technical assessment session.

The Real-Time Support Engineer serves as the critical technical bridge between frontline agents and deep engineering teams, ensuring that Retail Wireless customers receive immediate solutions to complex service disruptions. This role is responsible for diagnosing and resolving intricate technical hurdles in real-time, preventing churn and maintaining the integrity of the customer experience. By optimizing troubleshooting workflows and leveraging advanced diagnostic tools, this position ensures that high-level technical assistance is always available to drive operational excellence within the CXO organization.

What Success Looks Like (Objectives)

• Provide guidance to Level 1 Agents during live customer interactions to ensure first-call resolution for advanced technical disputes

• Resolve service, global resets, and porting issues within defined SLAs to maintain high Net Promoter Scores

• Synthesize data from diagnostic tools and vendor portals to identify root causes and reduce the need for Tier 3 escalations

• Collaborate with software developers and backend engineers to patch systemic vulnerabilities identified during real-time troubleshooting

• Standardize technical knowledge through the creation of automated playbooks and knowledge base entries that empower the wider support team

• Implement AI-powered diagnostic assistants to streamline log analysis and accelerate the identification of network provisioning errors

Core Skills and Competencies (What you’ll bring)

• Foundational knowledge of wireless systems and device diagnostics to resolve network connectivity issues

• Analytical capabilities in SQL and API testing to interpret data from Snowflake and Postman environments

• Ability to translate technical logs into actionable, customer-friendly solutions for non-technical stakeholders

• Proficiency in navigating billing workflows and provisioning systems to manage the customer lifecycle

• Collaborative mindset within a Service Continuity framework to ensure reliability of wireless services

• AI Literacy to leverage machine learning tools for troubleshooting and data interpretation

Minimum Requirements

• Minimum Education: High School diploma, GED, or equivalent experience
• Minimum Experience: 2-4 years of experience in technical support
• Required Experience:

  • Resolving customer-facing wireless issues including service and porting

  • Following predefined runbooks and scripts for issue resolution

  • Operating within a Christiansburg, VA office on a defined shift schedule to support live operations

• Required Technical Skills:

  • Proficiency with SQL queries (Snowflake)

  • Experience with API tools (Postman)

  • Technical log analysis and basic scripting

Visa sponsorship not available for this role

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 contact leaves@dish.com 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)