Senior Support Engineer - FreeWheel - PST
Company: Comcast Corporation
Location: Irvine
Posted on: June 2, 2025
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'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.Job SummaryFreeWheel, a Comcast company, has superior
end-to-end technology, premium marketplace, and best in market
advisory services that power the advertising businesses of the
largest media and entertainment companies in the world, including
AOL, DIRECTV, Fox, NBC Universal, Turner Broadcasting System and
Viacom in U.S., and Sky and Channel 4 in Europe. From our unique
position at the center of the premium video economy, we enable our
clients to unify audiences across desktop, mobile, OTT, and
traditional STB devices, and profitably monetize their content.
Headquartered in San Mateo, with offices in New York, London, and
Beijing, FreeWheel stands to advocate for the entire industry
through the FreeWheel Council for Premium Video.
Our team of energetic, creative thinkers is searching for its
newest members. Great people who enjoy good work, impressive
challenges, and the chance to embody FreeWheel's tenets:
Be Kind -- You come first. Take care of yourself, your families,
and your teammates.
Assume Positive Intent - We are all in this together.
Get It Done.
About the Opportunity:
A Senior Support Engineer---provides advanced, high-touch,
high-visbility and high-priority FreeWheel software support to
clients and internal departments such as client services, product,
engineering, account management, account strategy. The Senior
Support Engineer is required to assist in maintaining
client/product integrations and will work directly with clients and
third-party partners to resolve complicated technical and workflow
issues. The Senior Support Engineer is expected to be a Subject
Matter Expert (SME) in multiple functional product areas and will
have developed a reputation of being the "go-to" resource for
questions throughout the company. Senior Support Engineers will
develop and train new team members, define, implement, and measure
best practices/procedures, prioritize support issues, engage and
work with other departments as required, monitor issues until they
are concluded, create lasting knowledge sharing repositories,
define and effectuate efficiency gains/opportunities, and
participate in business quality improvement exercises. Other duties
may be assigned at the discretion of the employee's manager.
This position is not eligible for visa sponsorship. Applicants must
be authorized to work for Comcast in the United States without a
current or potential future need for sponsorship.
The working hours for this position is Pacific time zone.Job
DescriptionEssential Functions: -
- Troubleshoot extremely complex sensitive technical issues while
communicating directly with the client and other resources as
needed. -
- Manage high-priority and high-touch issues directly or through
active communication with the Account Management teams.
- Effectively engage with product/engineering resources to drive
timely and accurate resolution across timezones.
- Manage and own the support queue and extra-support escalation
outcomes.
- Communicate advanced technical problems and solutions clearly
and concisely for various audiences across various mediums. Carry
out all job functions courteously and professionally.
- Act as a Subject Matter Expert in FreeWheel's market-leading
technologies and display an elevated level of understanding of our
products and solutions.
- Write and maintain internal documentation and records for the
Support Engineering Teams.
- Collaborate with teammates and other groups as needed and
actively share technical and business knowledge. -
- Assist management with onboarding, training, and mentoring
newly hired staff for an extended professional-development
period.
- Develop training materials, content, courses, and trajectories
for more junior team members.
- All employees are responsible for maintaining a neat appearing,
professional, courteous, and respectful workplace environment both
virtually and in-office.--- -
- All employees are expected to be punctual and available to help
clients and FreeWheel employees when the shift begins or when
returning from a break.---
- Regular, consistent and punctual attendance. Must be able to
work nights and weekends, variable schedule(s) and overtime as
necessary.
- Other duties and responsibilities as assigned.Desired
Qualifications: -The successful candidate for the Senior Support
Engineer role will meet many of the following requirements:---
-Skills: -
-
- Analytical, detail oriented, with an aptitude for
troubleshooting technical and/or workflow issues
- Excellent emotional intelligence and situationally aware
communicator
- Excellent written and verbal communication skills
- Demonstrated history of team collaboration and / or process
improvement
- Passion for solving client issues and a champion of great
customer service
- Ability to multi-task
- Self-motivated, team player, action and results oriented
- Experience in advertising technology or digital media
buying/selling is required
- Experience with Microsoft Office Suite or Google
Workspace.
- Experience with SQL and Excel is required. Scripting languages
appreciated. -Experience: -
-
- No FreeWheel Product Experience: - 4-5+ years working in a
technical support position within the AdTech industry includsive of
at least 2 years of mentorship and training duties
- If you do not have direct FreeWheel product experience,
intensive onboarding training will be provided assuming you meet
the basic technical support and mentorship requirements. -
- With FreeWheel Product Experience: -2+ years direct FreeWheel
product support experience. mentorship and training
- Demonstrated Subject Matter Expertise in multiple FreeWheel
product areas matters as evidenced by observable peer inquiry,
engagement patterns and extra-support reputation - - - - - -
Education: -
-
- Typically, a bachelor's degree in a field that demonstrates
creative, business or logical engagement -
- Trade or Industry Certifications -
- Coding, Information Technology, Software, or other Technical
Boot Camp Certification -Employees at all levels are expected to:
- Understand our Operating Principles; make them the guidelines
for how you do your job.
- Own the customer experience - think and act in ways that put
our customers first, give them seamless digital options at every
touchpoint, and make them promoters of our products and
services.
- Know your stuff - be enthusiastic learners, users and advocates
of our game-changing technology, products and services, especially
our digital tools and experiences.
- Win as a team - make big things happen by working together and
being open to new ideas.
- Be an active part of the Net Promoter System - a way of working
that brings more employee and customer feedback into the company -
by joining huddles, making call backs and helping us elevate
opportunities to do better for our customers.
- Drive results and growth.
- Respect and promote inclusion & diversity.
- Do what's right for each other, our customers, investors and
our communities.Disclaimer:
- This information has been designed to indicate the general
nature and level of work performed by employees in this role. It is
not designed to contain or be interpreted as a comprehensive
inventory of all duties, responsibilities and
qualifications.Comcast is proud to be 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. Comcast will consider for employment applicants
with arrest or conviction records in accordance with the
requirements of applicable law, including the San Francisco Fair
Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring
Ordinance, the Los Angeles County Fair Chance Ordinance for
Employers and the California Fair Chance Act. Please note that
federal state, or local laws and regulations may restrict or
prohibit Comcast from hiring individuals convicted of certain
crimes. Additionally, an applicant's criminal history may have a
direct, adverse, and negative relationship on the job duties of
this position, which may result in the withdrawal of a conditional
offer of employment.Skills:Customer Experience (CX); Technical
Support; TroubleshootingSalary:Primary Location Pay Range:
$98,325.00 - $166,175.00Comcast intends to offer the selected
candidate base pay within this range, dependent on job-related,
non-discriminatory factors such as experience. The application
window is 30 days from the date job is posted, unless the number of
applicants requires it to close sooner or later.Targeted
Commission: $28,000Our sales compensation programs offer the
potential for significant upside above targeted earnings for those
who overachieve their sales targets.Base pay is one part of the
Total Rewards that Comcast provides to compensate and recognize
employees for their work. Most sales positions are eligible for a
Commission under the terms of an applicable plan, while most
non-sales positions are eligible for a Bonus. Additionally, Comcast
provides best-in-class Benefits to eligible employees. We believe
that benefits should connect you to the support you need when it
matters most, and should help you care for those who matter most.
That's why we provide an array of options, expert guidance and
always-on tools, that are personalized to meet the needs of your
reality - to help support you physically, financially and
emotionally through the big milestones and in your everyday life.
Please visit the on our careers site for more
details.EducationBachelor's DegreeWhile 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
Experience5-7 Years
Keywords: Comcast Corporation, Torrance , Senior Support Engineer - FreeWheel - PST, Engineering , Irvine, California
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