Senior Support Engineer

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., * 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.

• 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., 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.

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.