Senior Support Engineer - FreeWheel - PST

Xfinity; United States; Remote; USD 98,000 - 167,000; Full time

Job summary

A leading technology company seeks a Senior Support Engineer to provide advanced support for its software. The role involves troubleshooting, managing client integrations, and training team members, contributing to the continuous improvement of processes in a fast-paced environment.

Benefits

Comprehensive benefits

Potential for bonuses and commissions

Qualifications

• 4-5+ years in technical support within AdTech, and 2+ years in mentorship.
• Strong troubleshooting and analytical skills.
• Experience in advertising technology or digital media buying/selling.

Responsibilities

• Troubleshoot complex technical issues for clients.
• Manage high-priority support cases.
• Act as a Subject Matter Expert in FreeWheel technologies.

Skills

Troubleshooting

Analytical skills

Communication

Emotional intelligence

Team collaboration

Customer service orientation

Self-motivation

Education

Bachelor's degree in a relevant field

Tools

SQL

Excel

Microsoft Office

Google Workspace

Scripting languages

Job description

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 facilitate transactions across all screens, data types, and sales channels. As a global company, we have offices in nine countries and can insert advertisements worldwide.

Job Summary

FreeWheel, a Comcast company, supports the advertising businesses of major media and entertainment companies globally, 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, monetizing their content profitably. Headquartered in San Mateo, with offices in New York, London, and Beijing, FreeWheel advocates for the industry through the FreeWheel Council for Premium Video.

Our energetic, creative team is seeking new members who enjoy challenging work and embody FreeWheel’s values:

• Be Kind – You come first. Take care of yourself, your family, 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, working directly with clients and internal teams to resolve complex technical and workflow issues. They are expected to be Subject Matter Experts in multiple product areas, develop best practices, train new team members, and contribute to process improvements. The role involves maintaining client/product integrations, creating knowledge repositories, and participating in quality initiatives. Other duties may be assigned.

This position does not offer visa sponsorship. Applicants must be authorized to work in the U.S. without sponsorship. Working hours are in the Pacific Time Zone.

Job Description

Essential Functions:

• Troubleshoot complex technical issues and communicate effectively with clients and internal teams.
• Manage high-priority support cases and coordinate with account management.
• Collaborate with product/engineering teams to resolve issues across time zones.
• Handle support queues and escalation processes.
• Communicate technical information clearly to diverse audiences.
• Act as a Subject Matter Expert in FreeWheel technologies.
• Maintain internal documentation and knowledge bases.
• Assist in onboarding, training, and mentoring team members.
• Develop training materials and content for team development.
• Maintain a professional and respectful workplace environment.
• Ensure punctuality and availability during scheduled hours, including nights and weekends.
• Perform other duties as assigned.

Desired Qualifications:

Skills:

• Strong troubleshooting and analytical skills.
• Excellent communication and emotional intelligence.
• Team collaboration and process improvement experience.
• Customer service orientation.
• Ability to multi-task and be self-motivated.
• Experience in advertising technology or digital media buying/selling.
• Proficiency in Microsoft Office or Google Workspace, SQL, Excel, and scripting languages.

Experience:

• 4-5+ years in technical support within AdTech, including at least 2 years in mentorship, if no FreeWheel experience.
• 2+ years of direct FreeWheel product support, demonstrating Subject Matter Expertise.

Education:

• Bachelor’s degree in a relevant field, or equivalent experience and certifications in coding, IT, or industry-specific training.

Additional Expectations:

• Understand and embody our Operating Principles.
• Prioritize customer experience and continuous learning.
• Collaborate effectively and contribute to a positive team environment.
• Participate in feedback systems like the Net Promoter System.
• Drive results and promote inclusion and diversity.

Disclaimer:

• This description provides a general overview and may not include all duties or qualifications.

Compensation:

Base pay 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 careers site.

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