Senior Support Engineer

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

A Senior Support Engineer provides advanced support for FreeWheel software to clients and internal departments, assisting with client/product integrations and resolving complex technical and workflow issues. The role requires expertise in multiple product areas, mentorship of new team members, and participation in process improvements.

Job Description

Job Description:

• Essential Functions: Troubleshoot complex technical issues while communicating directly with clients and resources.
• Manage high-priority issues and coordinate with account management teams.
• Engage with product/engineering teams to resolve issues across time zones.
• Maintain the support queue and handle escalations.
• Communicate technical problems and solutions clearly across audiences.
• Become a Subject Matter Expert in FreeWheel technologies.
• Maintain internal documentation and collaborate with teams.
• Assist in onboarding, training, and mentoring new staff.
• Develop training materials for junior team members.
• Maintain a professional and respectful workplace environment.

Desired Qualifications:

The successful candidate will have:

• Strong troubleshooting and analytical skills.
• Excellent communication and emotional intelligence.
• Experience in advertising technology or digital media buying/selling.
• Proficiency with Microsoft Office or Google Workspace. Experience with SQL, Excel, and scripting languages.

Experience: 4-5+ years in technical support within AdTech, including mentorship and training, if no FreeWheel experience. 2+ years direct FreeWheel product support experience, demonstrating Subject Matter Expertise.

Education: Bachelor’s degree in a relevant field or equivalent experience and certifications.

Additional Expectations:

• Understand and embody our Operating Principles.
• Own the customer experience and strive for excellence.
• Work collaboratively as part of a team.
• Participate actively in feedback systems to improve service.
• Drive results and promote diversity and inclusion. 

Please note: This role will be open for applications until 13th July.

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

0-2 Years