Software Triage Engineer

Software Triage Engineer – Broadband

We believe in better. And we make it happen.

Better content. Better products. And better careers.

Working in Tech, Product or Data at Sky is about building the next and the new. From broadband to broadcast, streaming to mobile, SkyQ to Sky Glass, we never stand still. We optimise and innovate.

We turn big ideas into the products, content and services millions of people love.

And we do it all right here at Sky.

Sky is looking for a talented and dedicated Senior Software Engineer in RDK Triage Engineering team to support the release cycles associated with deployed software on CPE devices. These devices use Reference Design Kit (RDK), which is deployed on over 100+ million devices spanning video, broadband and home security.

The Release Triage Software Engineer function is critical to the successful development and deployment of new features and fixes as the function ensures that these changes get deployed to the field.

Sky's development environment is advanced and highly integrated. It uses industry-standard tools that are combined effectively to support a fast-moving, agile development cycle. The combination of these tools running on cloud infrastructure, coupled with effective use of Open-Source code, allows Sky to deliver features and products against aggressive timelines.

What You'll Do: 

As a key engineer of the team, you will be responsible for leading on-time, high-quality releases across a large number of devices. You will also be responsible for the complete release quality and triage lifecycle, which includes deployment, triage, mitigation, and tool development for software release operations. The position will require daily collaboration with the Development, Release, and QA teams. You will assess and ensure the release quality of the RDK software with Key performance metrics as well as incidents from the field. Also, identify new tools, processes, etc., necessary to improve the software release triage engineering process.  You will manage risks and resolve issues that affect release scope, schedule and quality.

Your daily tasks: 

• Ensure timely and high-quality software releases across diverse devices by proactively monitoring metrics and alerting systems. Promptly respond to critical field issues, identify root causes, and implement effective mitigation strategies.
• Troubleshoot E2E issues in broadband devices in various RDK broadband components like WiFi/Mesh, DOCSIS, Fiber, LTE, or similar access network technology. Conduct source code reviews to identify root causes within the components and platform.
• Diagnosing and resolving issues using Linux systems and networking protocols, including packet capture analysis
• Design and enhance operational tools and architect DevOps solutions to optimize system performance and efficiency.
• Leverage AWS technologies (S3, Athena, QuickSight) to analyse data from millions of field devices, delivering insights to inform decision-making and drive operational efficiency.
• Develop and implement anomaly detection techniques and data-driven solutions to proactively identify and resolve system issues. Perform global metric comparisons across various device models.

What You'll Bring:

• Experience and strong ability in C/C++, Python, and Linux experience. You'll also have experience with log management and analysis tools such as Elastic Stack (ELK), Splunk, and Grafana for data visualisation and monitoring.
• Proven expertise in at least one scripting language, such as Bash, Python, or Go.
• Experience of holding a Technical Lead / Senior role or mentoring a small team of engineers. Ability to make good technical decisions and convince others about the merits and reasons for those decisions. 
• Experienced in Defect Tracking Tools such as Jira
• SCM Tools - Git & GitHub
• SQL and/or Amazon Athena experience.
• Proficient in IEEE standards, including 802.11a/b/g/n/ac, with working knowledge of IEEE 802.11e and 802.11i technologies
• Experience with mesh networking and familiarity with steering functionality are highly desirable.
• Hands-on experience with packet analysis tools such as Wireshark, tcpdump, and similar utilities.
• Knowledge of RDK is considered an advantage

Team overview:

The RDK Global Triage Team within the RDK development team plays a critical role in ensuring the quality and reliability of TV and Broadband products. The team supports software deployment on CPE (Customer Premises Equipment) devices, collaborates with the release and engineering teams during integration, and leads issue investigation and live data monitoring. Our mission is to ensure optimal product performance and customer satisfaction. This role involves close collaboration with colleagues across the UK, India, and the US, offering a dynamic and truly international working environment.

We have developed award-winning products such as Sky Glass and Sky Stream, Hub6 and POD leveraging the Reference Design Kit (RDK) platform, which is deployed on over 100 million devices across video, broadband (Routers and Boosters), and home security services.

Global Product

We're the Global Product. We're the team behind your favourite Sky products, and the platforms that power them. We make every moment magical, everywhere. Our team is made up of self-motivated, big thinkers who have a knack for solving problems and find new ways to captivate millions of customers by putting them at the heart of everything we do. From Sky Glass, Sky Q, Peacock and NOW to news and sports apps, we make entertainment even better, and we can't wait to get started on what's next.

The rewards:

There's one thing people can't stop talking about when it comes to #LifeAtSky: the perks. Here's a taster:

• Sky Q, for the TV you love all in one place
• The magic of Sky Glass at an exclusive rate
• A generous pension package
• Private healthcare
• Discounted mobile and broadband
• A wide range of Sky VIP rewards and experiences

Inclusion & how you'll work:

We are a Disability Confident Employer, and welcome and encourage applications from all candidates. We will look to ensure a fair and consistent experience for all, and will make reasonable adjustments to support you where appropriate. Please flag any adjustments you need to your recruiter as early as you can.

We've embraced hybrid working and split our time between unique office spaces and the convenience of working from home. You'll find out more about what hybrid working looks like for your role later on in the recruitment process.

Your office space:

Brentwood: 

Our location takes some beating: we're practically in Brentwood station, which has regular trains to London Liverpool Street. If you find it easier to drive, there's some onsite parking, while Chatham Way car park is a short walk away. 

We'd love to hear from you

Inventive, forward-thinking minds come together to work in Tech, Product and Data at Sky. It's a place where you can explore what if, how far, and what next.

But better doesn't stop at what we do, it's how we do it, too. We embrace each other's differences. We support our community and contribute to a sustainable future for our business and the planet.

If you believe in better, we'll back you all the way.

Just so you know: if your application is successful, we'll ask you to complete a criminal record check. And depending on the role you have applied for and the nature of any convictions you may have, we might have to withdraw the offer.