Senior Support Engineer - FreeWheel - PST

FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, we’re making it easier for buyers and sellers to transact across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements around the world.

Job Summary

FreeWheel, a Comcast company, has superior end-to-end technology, premium marketplace, and best in market advisory services that power the advertising businesses of the largest media and entertainment companies in the world, including AOL, DIRECTV, Fox, NBC Universal, Turner Broadcasting System and Viacom in U.S., and Sky and Channel 4 in Europe. From our unique position at the center of the premium video economy, we enable our clients to unify audiences across desktop, mobile, OTT, and traditional STB devices, and profitably monetize their content. Headquartered in San Mateo, with offices in New York, London, and Beijing, FreeWheel stands to advocate for the entire industry through the FreeWheel Council for Premium Video. Our team of energetic, creative thinkers is searching for its newest members. Great people who enjoy good work, impressive challenges, and the chance to embody FreeWheel’s tenets: Be Kind -- You come first. Take care of yourself, your families, and your teammates. Assume Positive Intent – We are all in this together. Get It Done. About the Opportunity: A Senior Support Engineer provides advanced, high-touch, high-visbility and high-priority FreeWheel software support to clients and internal departments such as client services, product, engineering, account management, account strategy. The Senior Support Engineer is required to assist in maintaining client/product integrations and will work directly with clients and third-party partners to resolve complicated technical and workflow issues. The Senior Support Engineer is expected to be a Subject Matter Expert (SME) in multiple functional product areas and will have developed a reputation of being the “go-to” resource for questions throughout the company. Senior Support Engineers will develop and train new team members, define, implement, and measure best practices/procedures, prioritize support issues, engage and work with other departments as required, monitor issues until they are concluded, create lasting knowledge sharing repositories, define and effectuate efficiency gains/opportunities, and participate in business quality improvement exercises. Other duties may be assigned at the discretion of the employee's manager. This position is not eligible for visa sponsorship. Applicants must be authorized to work for Comcast in the United States without a current or potential future need for sponsorship. The working hours for this position is Pacific time zone.

Job Description

Essential Functions:

• Troubleshoot extremely complex sensitive technical issues while communicating directly with the client and other resources as needed. 
• Manage high-priority and high-touch issues directly or through active communication with the Account Management teams.
• Effectively engage with product/engineering resources to drive timely and accurate resolution across timezones.
• Manage and own the support queue and extra-support escalation outcomes.
• Communicate advanced technical problems and solutions clearly and concisely for various audiences across various mediums. Carry out all job functions courteously and professionally.
• Act as a Subject Matter Expert in FreeWheel’s market-leading technologies and display an elevated level of understanding of our products and solutions.
• Write and maintain internal documentation and records for the Support Engineering Teams.
• Collaborate with teammates and other groups as needed and actively share technical and business knowledge. 
• Assist management with onboarding, training, and mentoring newly hired staff for an extended professional-development period.
• Develop training materials, content, courses, and trajectories for more junior team members.
• All employees are responsible for maintaining a neat appearing, professional, courteous, and respectful workplace environment both virtually and in-office.  
• All employees are expected to be punctual and available to help clients and FreeWheel employees when the shift begins or when returning from a break. 
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
• Other duties and responsibilities as assigned.

Desired Qualifications:The successful candidate for the Senior Support Engineer role will meet many of the following requirements: 

Skills:

• • Analytical, detail oriented, with an aptitude for troubleshooting technical and/or workflow issues
  • Excellent emotional intelligence and situationally aware communicator
  • Excellent written and verbal communication skills
  • Demonstrated history of team collaboration and / or process improvement
  • Passion for solving client issues and a champion of great customer service
  • Ability to multi-task
  • Self-motivated, team player, action and results oriented
  • Experience in advertising technology or digital media buying/selling is required
  • Experience with Microsoft Office Suite or Google Workspace.
  • Experience with SQL and Excel is required. Scripting languages appreciated.

Experience:

• • No FreeWheel Product Experience:  4-5+ years working in a technical support position within the AdTech industry includsive of at least 2 years of mentorship and training duties
    • If you do not have direct FreeWheel product experience, intensive onboarding training will be provided assuming you meet the basic technical support and mentorship requirements. 
  • With FreeWheel Product Experience:2+ years direct FreeWheel product support experience. mentorship and training
    • Demonstrated Subject Matter Expertise in multiple FreeWheel product areas matters as evidenced by observable peer inquiry, engagement patterns and extra-support reputation

       Education:

• • Typically, a bachelor’s degree in a field that demonstrates creative, business or logical engagement
  • Trade or Industry Certifications 
  • Coding, Information Technology, Software, or other Technical Boot Camp Certification

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.
• Respect and promote inclusion & diversity.
• 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 proud to be 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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant’s criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.

Skills:

Customer Experience (CX); Technical Support; Troubleshooting

Salary:

Primary Location Pay Range: $98,325.00 - $166,175.00

Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.

Targeted Commission: $28,000

Our sales compensation programs offer the potential for significant upside above targeted earnings for those who overachieve their sales targets.

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

5-7 Years