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, supports the advertising businesses of major media and entertainment companies worldwide, including AOL, DIRECTV, Fox, NBC Universal, Turner Broadcasting System, Viacom, Sky, and Channel 4. We enable clients to unify audiences across desktop, mobile, OTT, and traditional STB devices, helping them monetize their content effectively. Headquartered in San Mateo with offices in New York, London, and Beijing, FreeWheel advocates for the industry through the FreeWheel Council for Premium Video.

We are seeking energetic, creative individuals to join our team who enjoy challenges and 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 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. The position is based in the United States and does not offer visa sponsorship. Working hours are in the Pacific Time Zone.

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.
• Be punctual and available for support shifts, including nights, weekends, and holidays.

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.

Disclaimer:

This description provides a general overview of the role and is not exhaustive of all duties and responsibilities.

Compensation & Benefits:

Base salary ranges from $98,325 to $166,175, with potential for bonuses and commissions. Comcast offers comprehensive benefits to support employees physically, financially, and emotionally. For more details, visit our benefits summary on the careers site.

Application Details:

The application window is 30 days from posting unless closed earlier due to volume.

Qualifications:

• Bachelor’s degree or equivalent experience.
• 5-7 years of relevant work experience.
• Relevant industry certifications preferred.

Equal Opportunity Statement:

We are committed to diversity and inclusion and consider all qualified applicants without regard to protected characteristics or criminal history, subject to legal restrictions.

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