Manager, Support Engineering EMEA

Job Summary

The Manager, Support Engineering – EMEA leads a regional team of technical support engineers, accounting as the first line of support for FreeWheel’s customers across EMEA. The role resides in the Global Client Services organization, focusing on operational excellence, people leadership, and customer advocacy: streamlining support processes, ensuring high-quality, timely resolution within agreed service levels, and driving continuous improvement in our client service. The manager will oversee support engineers based in London and Paris, providing coaching, performance management, and career development.

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 (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 similar customer‑facing technical role, ideally within SaaS or ad‑tech.
• Experience supporting, mentoring, or coordinating a support team (formal line management is a plus but not essential), including performance management, coaching, and career development practices.
• Strong understanding of support operations, including SLAs, ticket prioritisation, escalation handling, and major incident management (e.g., P1 response).
• 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.

Education

Bachelor’s Degree (preferred; however, relevant coursework and experience may also be considered).

Relevant Work Experience

5–7 years of relevant experience.

Equal Opportunity Employment

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.

Benefits

Base pay is one part of the Total Rewards that Comcast offers. Non‑sales positions are eligible for a bonus; sales positions may earn commissions. Comcast provides best‑in‑class benefits to eligible employees, including options, expert guidance, and always‑on tools personalized to meet your needs when it matters most.