Senior Support Engineer - FreeWheel - PST

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 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.
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 Description

Essential 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 necess