Senior Technical Operations Engineer

Company Summary

Echo Star 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.

As a Senior Engineer at DISH you must be a natural problem solver, you think the best answer is the simplest and most elegant. We are looking for a Technical Support Engineer to provide enterprise-level assistance to our customers and monitor applications deployed in AWS cloud environments. You will diagnose and troubleshoot software and hardware problems and assist customers with order provisioning and account configuration.

You will use email and chat applications to give clients quick answers to simple IT issues. For more complex problems that require nuanced instruction, you will contact vendors via phone and/or provide clear, written instructions and technical manuals. A passion for programming and experience with cloud technologies such as Docker, Kubernetes, cloud-native applications, microservices, and APIs is a strong plus.

Key Responsibilities:

• Take full ownership of customer‑reported issues, monitoring alerts and operational dashboards to proactively identify availability, latency, performance, and capacity concerns through to resolution
• Research, diagnose, and troubleshoot software, hardware, network, and account‑related issues, applying structured problem‑solving to determine root causes and corrective actions
• Develop and utilize automation scripts to streamline error handling, manage order fallouts, and improve operational efficiency
• Follow established escalation procedures to engage appropriate internal teams (e.g., engineering or development) while ensuring timely resolution within agreed service levels
• Communicate clearly and professionally with customers and vendors via phone, email, or chat, asking targeted questions, providing accurate updates, and ensuring a positive support experience
• Accurately log, track, prioritize, and report on multiple concurrent issues, document technical knowledge in internal resources, and follow up to confirm full system functionality and client satisfaction

Education and Experience:

• Bachelor’s Degree in Computer Science, Information Technology, Economics or relevant field or 5+ years software engineering experience.
• Proven work experience as a Technical Support Engineer
• Hands‑on experience with Python and Bash scripting
• Experience building and maintaining production systems
• Experience with different tools such as Rally, Logz, Dynatrace, Artifactory, Gitlab

Skills and

Qualifications:

• Implement machine learning models to deduplicate alerts and group related signals into a single "incident," reducing alert fatigue for the on‑call rotation
• Leverage AI engines (like Dynatrace Davis or Big Panda) to map dependencies automatically
• Expert‑level experience with AI‑native tools such as Dynatrace, Datadog, Splunk
• Strong ability to diagnose, troubleshoot, and resolve technical issues across computer systems and other technology products
• Excellent problem‑solving skills with the ability to provide clear, step‑by‑step technical guidance both verbally and in writing
• Solid understanding of cloud infrastructure, particularly AWS, and container orchestration using Kubernetes
• Demonstrated fearlessness and curiosity to learn new technologies and tackle complex technical challenges
• Background in software development, with knowledge of modern programming languages, design principles, and coding best practices
• Proficiency in reading, writing, and debugging code across multiple programming languages to support troubleshooting and automation efforts

Candidates must be willing to participate in at least one in‑person interview,…