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Job Summary

FreeWheel, 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.

Job Description

The candidate should reside in Central Time Zone

TheSupport Engineer 1 advises clients on the most effective workflows and best practices while also gathering appropriate information to triage issues with relevant urgency, working with others in and outside of the department and owning issues until resolution. The Support Engineer will demonstrate and model best practices of ticket handling and troubleshooting, utilizing the relevant issue tracking software and documenting issues appropriately while communicating clearly and concisely. Additionally, the Support Engineer may be assigned additional non-ticketed work at their manager’s discretion that will directly benefit the operational efficiency of the business.

This is an entry level role. Extensive proprietary training is provided, and subject matter experience is not required. Primary training comes from our formal instructor-led onboarding and training program, wiki documentation, webinars, whiteboarding sessions and skills development and testing. Successful candidates learn, retain, and abstractly apply this training to hands-on, real-world experiences within 30 days of hire.

Essential Functions:

• Act as primary point of contact for Support Issues for a mixed skillset of end users, troubleshooting customer issues through system analysis and coordinating with Product and Engineering resources to drive issues toward resolution.
• Responsible for answering all inbound inquiries and learning to consult customers on complex technical topics.
• Enhance ability to scale through creating and updating departmental documentation such as runbooks and knowledge articles.
• Develop understanding of common use cases to best be able to train customers in how to succeed on various FreeWheel platforms.
• Track and report on key customers’ support issues and side projects and act as liaison between client and internal departments to ensure client's needs are met.
• Grow into a Subject Matter Expert in FreeWheel’s market-leading technologies.
• Challenge company status-quo and advocate for customer success by providing ideas for product and process improvement.
• Manage and own the Support Queue for issue ticketing, model best practices and procedures for ticket creation/responses and ensure maintenance of accurate and thorough client updates.
• Work directly with third party vendors as needed in the troubleshooting process.
• 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.
• Support Engineer 1employees may be required to work a compensated, flexible, rotational on-call shift: nights, weekends, holidays, or live events supported by FreeWheel such as the Super Bowl, World Cup, Olympics, Political Debates, etc.

Desired Qualifications:The successful candidate for the Support Engineer 1 role will meet many of the following requirements:

Skills, Experience and Characteristics:

• Analytical, detail oriented, with an aptitude for troubleshooting technical and/or workflow issues
• Excellent written and verbal communication skills
• Enjoys collaboration and / or business 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 a plus
• Customer service, teaching/training, experience of at least 1 year

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 an EOE/Veterans/Disabled/LGBT employer.

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, 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

0-2 Years

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. 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 compensation and benefits summary on our careers site for more details.