Company Overview
FreeWheel, a Comcast company, provides comprehensive ad platforms for publishers, advertisers, and media buyers. Powered by premium video content, robust data, and advanced technology, FreeWheel is making it easier for buyers and sellers to transact across all screens, data types, and sales channels.
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, mentoring of new team members, and participation in process improvements.
Essential Functions
- Investigate and resolve complex technical issues while communicating directly with clients and resources.
- Manage high‑priority issues and coordinate with account management teams.
- Engage with product and 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
- 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.
- 4–5+ years in technical support within AdTech, including mentoring and training; or 2+ years of direct FreeWheel product support demonstrating subject‑matter expertise.
- 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.
Equal Opportunity Employer
Comcast is an equal‑opportunity workplace. We 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.
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