Support Engineer 2

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

This job provides technical product support to support customer solutions and sales initiatives through detailed analysis and recommendations. It requires collaborating with field teams to evaluate product modifications and troubleshoot technical issues. The job delivers product demonstrations and documentation while developing validation procedures under moderate guidance. Works with moderate guidance in own area of knowledge.

Job Description

Core Responsibilities

• Supporting business operations by troubleshooting product issues and providing detailed technical recommendations under moderate supervision
• Collaborating with Sales teams to evaluate product modification requests and contribute engineering insights for customization projects
• Conducting product demonstrations and technical presentations to customers with guidance from experienced team members
• Developing test procedures and executing validation plans for standard product configurations following established protocols
• Documenting technical specifications and product capabilities to assist customers in making informed purchasing decisions
• Participating in cross-functional product review meetings to provide technical input on customer requirements and solution feasibility
• Maintaining technical product knowledge through ongoing training and applying expertise to support customer application needs
• Consistent exercise of independent judgment and discretion in matters of significance.
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.
• Other duties and responsibilities as assigned.

Requirements:

• Demonstrated understanding of SBMS, Eleven, and OneStrata platforms, including customer workflows, platform integrations, common issue patterns, troubleshooting methodologies, and operational dependencies gained through direct experience supporting customers within the Support Engineering organization.
• Experience supporting customers across the full Strata ecosystem, including identifying root causes, coordinating cross-functional investigations, and understanding how platform changes impact customer workflows and business outcomes.

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.
• Support a culture of inclusion in how you work and lead.
• 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.

Skills

Customer Requirements, Product Support, Troubleshooting

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 benefits summary on our careers site for more details.

Education

Bachelor'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.

Certifications (if applicable)

Relevant Work Experience

2-5 YearsComcast 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.