Support Engineer 1, On - site

Job Opportunity At FreeWheel

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. Our team of energetic, creative, and curious 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, Assume Positive Intent, Get Sh*t Done.

The Support team delivers industry-leading White Glove Service and our most impressive product is knowledgeable, empowered customers who champion the FreeWheel brand. Support team members provide superb customer experiences delivered through issue analysis, solution delivery, and strong customer service emphasis. Support team members articulate product solutions and market concepts to end users of varying seniority with a mixed skillset, context-switching frequently. Using customer requirements, the team develops use cases for engineering improvements, contributes to product documentation, and provides training to each other and the teams we support.

The right candidate will be able to hold themselves accountable to becoming a subject matter expert in market-leading advertising technologies within 12 months of hire. Employ good time management skills in the face of competing priorities. Resourcefully seek and provide accurate and actionable solutions for clients and coworkers. Utilize well-developed communication and project management skills to create, maintain and deliver reliable and predictable service delivery from an environment comprised of many moving parts. 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, Presidential Debates, etc.

We like to help! FreeWheel Support team members are drivers of solutions and should find personal satisfaction in seeking and providing answers to clients and colleagues. We like people and challenges! We enjoy collaborating with great colleagues as much as we enjoy working on things individually in our pursuit of superior support experiences. We employ excellent written and videoconference/phone communication skills to do so. Demonstrated experience illustrating and solving complex problems using datasets. Basic SQL query and Excel skillsets are required, expert preferred. FreeWheel Support team members are capable of and interested in learning continuously and autonomously.

Requirements include 3 years' work experience, with at least 1 year being supervisory in nature - formal direct reports not required, but you should be comfortable taking control of amorphous situations/projects and accepting responsibility to obtain a successful result from other people and teams. A Bachelor's Degree in a field that demonstrates creative and logical thinking or equivalent experience is required. Professional and effective phone and written communication skills are mandatory. You should be comfortable being on an occasional conference call as the primary point of vendor contact in high pressure situations. You possess a demonstrable track record of business process improvement and solutions development and implementation. Your background demonstrates that you are constantly seeking new challenges and opportunities for yourself. You get personal enjoyment from guiding, mentoring, and coaching. You are as proud of your mentees' accomplishments as you are of your own.

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.

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 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.