Lead Support Engineer
New York, NY

Job Description

FreeWheel, A Comcast Company, comprised of FreeWheel Publishers, FreeWheel Markets, and FreeWheel Advertisers - empowers all segments of The New TV Ecosystem. We are structured to provide the full breadth of solutions the advertising industry needs to achieve their goals. We power the technology, data enablement, and convergent marketplaces required to ensure buyers and sellers can transact across all screens, across all data types, and all sales channels, in order to ensure the ultimate goal - results for marketers. With offices in New York, San Francisco, Chicago, London, Paris, Beijing, and across the globe, FreeWheel, A Comcast Company, 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:

FreeWheel Global Support is the service delivery leader in the Advertising Management Industry for Premium Video. Support Engineers help Customers drive success in the new TV ecosystem.

An ideal Lead Support Engineer drive's the team's contribution to White Glove Service, is a Subject Matter Expert in one or more key product areas, empowers their team and customers to champion the FreeWheel brand, and collaborates toward success with Regional management and leadership.

RESPONSIBILITIES:

Excellent Customer Experience is delivered through system analysis, solution delivery, and White Glove services.

As Lead Support Engineer you will define the creation and execution of product solutions, and guide Support Engineers in market concepts enabling them to engaged a mixed skillset of End-users. Using customer requirements and experience drive the creation of runbooks and service catalogs, enable the creation of use cases for Engineering improvements, contribute to product documentation, and elevate the teams we support through direct engagement and training.

For the right candidate, this position will allow for tremendous growth and the opportunity to deliver enterprise-level Customer value to industry leaders in the TV ecosystem. Some travel, 10-25%, will be needed. On-call rotational work on some nights, weekends, and during live events is expected.

* Create Subject Matter Experts in market-leading technologies.
* Create advocates for customer success.
* Enable customers to be successful on the FreeWheel product suite.

The Lead Support Engineer is a core member of the regional leadership team and will be asked to participate in some supervisory functions at the guidance of the Regional Management. The functions may include oversight of day-to-day operations, team guidance and supervision, superior management of significant issues, participation and leadership in major projects, and the guidance and execution of quality assurance initiatives.

* Drive the success of the regional support operation.
* Participate in team supervision and guidance.

QUALIFICATIONS:

A Lead Support Engineers is thorough, able to guide the teams towards the deconstruction of complex problems and facilitate the building of comprehensive solutions. Superior written and verbal communication skills, and the ability to hone communication skills in others is vital. Demonstrable experience teaching other to solve complex problems using technical tools like SQL and scripting languages is useful with the ability to quickly adapt and learn new technology.

Good candidates submit resumes; great candidates tailor resumes, connect their experience to this role, and express their interest in this industry with a cover letter.

* A Computer Science, Engineering, related Bachelor's Degree, or equivalent experience.
* 5+ years professional experience in the ad tech industry, with 2-3 years experience with a FreeWheel product.
* Demonstrated adaptation to rapidly changing circumstances is beneficial.
* Help other learn to tackle complex problems, delivering elegant product solutions, and a mastery of balancing evolving priorities.
* Prepared to provide direction of the team, a comfort offering measured guidance, while prepared to seek guidance from management and peers.
* Invested in driving the success of Premium Video and making a deep impact on the future of Television.

Comcast is an EOE/Veterans/Disabled/LGBT employer