Manager, Support Engineering EMEA

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.

The Manager, Support Engineering – EMEA is responsible for leading a regional team of technical support engineers who are the first line of support for FreeWheel’s customers across our platforms in EMEA. This role sits within the Global Client Services organization and focuses on operational excellence, people leadership, and customer advocacy: streamlining support processes, ensuring high-quality and timely resolution within agreed service levels, and driving continuous improvement in how we serve our clients.

You will manage a team of support engineers based in London and Paris, providing coaching, performance management, and career development. You will work closely with the Senior Manager of Support Engineering – EMEA and our global Support leadership to align on standards, tooling, and processes, and you will collaborate with partners across Product Management, Account Management, Solutions Engineering, and Engineering to represent the voice of the customer and of Support. The team primarily supports our Buyer Cloud solutions. This role is ideal for a hands-on people leader who is comfortable with technical concepts, passionate about customer experience, and motivated to drive efficiency, automation, and team growth.

Core Responsibilities

• Lead and develop the EMEA Support Engineering team through clear goals, regular feedback, and ongoing coaching, including daily reviews and guidance on case handling and communication.
• Deliver high-quality support within SLAs, overseeing ticket and incident management (including major incidents and escalations) and ensuring consistent, timely resolutions and clear client-facing communication.
• Act as an escalation point for complex or sensitive tickets, ensuring appropriate prioritisation, stakeholder updates (including Account teams), and alignment with Engineering on resolution paths.
• Improve support processes and tools to drive efficiency, scalability, and quality, including documentation, knowledge sharing, and opportunities for automation.
• Monitor and act on key performance metrics (e.g., response/resolution times, SLA adherence, backlog, customer satisfaction) to guide team and process improvements.
• Partner closely with Product, Engineering, Solutions Engineering, and Account Management to represent the voice of the customer and Support, especially around product launches, incidents, and recurring issues.
• Promote continuous improvement, reducing manual work and enhancing both customer and agent experiences through better tooling, workflows, and training.
• Collaborate globally with Support leadership and regional partners to maintain aligned standards, processes, and tools.
• Model effective ways of working, exercising sound judgment, supporting on-call/after-hours needs where required, and performing other duties as assigned.

Required Skills & Experience

• 4-5 years experience in technical support, support engineering, Solutions Engineering, or a related customer-facing technical role, ideally within SaaS or ad-tech.
• Experience supporting, mentoring, or coordinating the work of a support team, with exposure to performance management, coaching, and career development practices.
• Strong understanding of support operations, including SLAs, ticket prioritisation, escalation handling, and major incident management.
• Ability to troubleshoot and provide client-facing support in an engineering environment, working closely with Product and Engineering teams to drive resolution.
• Excellent written and verbal communication skills, with a clear, structured style suited to both technical and non-technical audiences.
• Proven track record of driving process improvement and/or automation within a support or operations context.
• Comfortable working in a global, matrixed environment and partnering across time zones and functions.

Comcast is an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, colour, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

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