Role Description As a Tier 1 Customer Support Engineer, you will be the front line of technical support for our clients across Latin America, responsible for resolving issues, documenting solutions, and ensuring every customer interaction is exceptional. - Own the Customer Experience: Serve as the primary point of contact (L1) for our business and communication application users, delivering timely and professional support. - Investigate and Resolve: Efficiently troubleshoot, reproduce, and document customer issues end-to-end within our ticketing system. - Drive Process Improvement: Identify and report on recurring technical issues, contributing insights to reduce future problems and enhance product stability. - Build Knowledge: Maintain and expand our internal Knowledge Base and refine IT process templates for better team efficiency. - Communicate Clearly: Translate complex technical issues into clear, actionable updates for customers, ensuring swift incident resolution. Qualifications - At least 1 year in a dedicated Technical Support, Helpdesk, or IT role. - Proven ability to troubleshoot application workflows, understand business logic, and utilize tools like Google Chrome Developer Tools. - Exceptional customer communication skills (written and verbal). - Professional working proficiency in English (B2/Upper-Intermediate or higher). - Highly reliable, organized, and detail-oriented, with the flexibility to cover shifts needed to support our LATAM client base. Requirements - Familiarity with monitoring and logging tools such as Prometheus, Grafana, Kibana, or the ELK stack. - Basic understanding of Jira, SQL, HTTP/API fundamentals, or VoIP systems. - Experience with Kubernetes or general containerized environments. Company Description We specialize in the implementation, integration and maintenance of business information systems. We provide a wide spectrum of solutions - from SMB business solutions to Enterprise Wide Information solutions.

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast. Job Summary This job involves designing and customizing new software applications to enhance functionality and user experience. It includes managing software updates and releases, and working with stakeholders to develop solutions that meet business needs. It mentors junior staff, manages technical documentation, and uses performance metrics to improve software reliability. Collaboration with Quality Assurance ensures compliance with technical specifications. The role also requires management of documentation, analysis of market trends, and participating/leading in collaborative development sessions. Job Description Responsibilities: - Designing new software applications, analyzing system requirements and customizing applications to maximize functionality and user experience - Assisting in the software update and release process, ensuring seamless roll-outs of new features - Collaborating with stakeholders and cross-functional teams to identify requirements and integrate tailored software solutions - Providing mentorship to junior engineers, nurturing a culture of technical excellence and collaborative knowledge sharing - Managing the documentation process for all development activities, ensuring clear and accessible information for both technical and non-technical stakeholders - Tracking and evaluating software performance metrics, using data to inform decisions and enhance system reliability and user satisfaction - Partnering with Quality Assurance to confirm that software complies with technical specifications, ensuring the delivery of reliable applications - Leveraging market research and industry trends to drive project strategies and improve software products - Participating in or leading peer programming sessions, design sprints, or prototyping sessions - Consistent exercise of independent judgment and discretion in matters of significance. - Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary. - Other duties and responsibilities as assigned. Employees at all levels are expected to: - Understand our Operating Principles; make them the guidelines for how you do your job. - Own the customer experience think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services. - Know your stuff be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences. - Win as a team make big things happen by working together and being open to new ideas. - Be an active part of the Net Promoter System a way of working that brings more employee and customer feedback into the company by joining huddles, making call backs and helping us elevate opportunities to do better for our customers. - Drive results and growth. - Support a culture of inclusion in how you work and lead. - Do what's right for each other, our customers, investors and our communities. Disclaimer: This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications. Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That's why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality - to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details. Education Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience. Relevant Work Experience 7-10 Years

• Must have very good understanding of the healthcare payer space with a minimum experience of 10 years in the domain. • Must have a prior experience in implementing/maintenance of commercial payer claims solution and/or Medicare/Medicaid system. • Must have good experience with claims processing concepts, along with the provider, member enrolment and care management concepts. • Must have good experience in Reference code/data sets required in Claims adjudication including not limited to CPT, CDT, HCPCS, ICDs. • Must have prior experience or understanding in configuring benefits or programs in claims systems across various sub-systems. • Must be able to work with the clients to create/gather requirements and document them according to standards. • Must adhere to (or if needed, define) the processes for requirement solicitation, documentation and hand off. • Should work closely with the IT development team to elucidate the requirements, enable constructive discussions / brainstorming sessions to implement the best in class solution. • Should have basic understanding concepts like web services, relational databases etc. • Should be able to run queries and perform basic system analysis, RCA etc. • Should be able to create mapping documents for the various interfaces and include business rules, transformation and DB mapping. • Should work closely with the client and development team during the stages of development, and conduct demos at completion of milestone, track and close feedback from such demos. • Must have excellent written and spoken communication skills. Should be able to multitask between internal team and clients based on priority tasks. • Work Closely with Dev, architecture and Design teams to define the GUI view and platform requirements, which is the foundation of the product.

• Lead and develop Technical Support managers, senior technical contributors, and broader support team structures through clear expectations, coaching, and succession planning. • Own the strategy and execution of technical support operations, including escalations, case quality, staffing models, SLA performance, and customer outcomes. • Act as a senior escalation point for critical customer issues, ensuring strong cross-functional coordination, executive visibility, and timely resolution. • Partner closely with Engineering, Product, Customer Success, and Support Operations to improve supportability, reduce friction, and strengthen customer outcomes. • Build and refine scalable support processes, organizational structures, workflows, and escalation frameworks that enable long-term growth. • Use operational metrics, team insights, and customer feedback to identify trends and drive strategic improvements across the support organization. • Ensure the organization is equipped to troubleshoot and support issues involving integrations, APIs, SSO/SCIM, cloud providers, and platform workflows. • Partner with leadership on headcount planning, hiring strategy, onboarding, performance management, and long-term organizational design. • Review escalation patterns, incident trends, and support feedback to identify systemic gaps, influence product improvements, and prioritize enablement opportunities. • Drive a culture of accountability, technical excellence, customer empathy, and continuous improvement across the technical support organization.