FreeWheel

Head of Technical Support

FR-Montpellier
Department
Corporate IT

ABOUT THE OPPORTUNITY

Freewheel is a multiscreen video ad tech company whose mission is to help premium publishers embrace programmatic video, in a controlled and totally transparent manner. Freewheel’s publisher-controlled platform allows publishers to build, run and operate their own video private exchange across web, mobile, and IPTV. The main benefit for publishers is simple: ability to monetize their video content directly with their clients - removing intermediaries - in order to better control their margin. In addition, Freewheel’s exclusive analytical insights, available through the platform, further contribute to maximize video inventory value to its full potential across all screens.

RESPONSIBILITIES

- You will manage the Level 3 technical support team which investigates complex problems raised by the Level 1/2 support teams (Customer support, Business teams). You will be liaising with Level 1/2 support, R&D and QA teams on a daily basis.

- Your goal will be to manage a growing team of 3 support engineers and help them resolve issues, manage priorities, reach SLA, escalate to R&D and Management when required, and raise bugs to QA and R&D.

- You will be responsible for the quality of service rendered by the tech support team, and will provide solutions and strategies to improve it.

- You will lead by example to drive a high performance oriented organization, and increase the level of job satisfaction of your team to achieve higher levels of effectiveness.

- You will use a ticketing tool - to assist you in managing cases- and ensure ticket follow-up - until complete resolution - with our internal teams (Tech-Support/Manager, R&D, QA,...).

 

ABOUT YOU

- Team builder. Strong interpersonal and relationship-building skills.

- Constructive, positive and encouraging spirit with customers and teamates

- Facilitates the share of knowledge

- Networking / HTTP knowledge

- Acute organization and prioritization skills

- Curious and fast learner

- Rigorous with good analytical skills

- HTML5 / JS is a plus

- Extensive debugging skills (Fiddler, Charles Proxy, Firebug…) is a plus

- Knowledge of and previous experience in the ad tech ecosystem is a plus

- English required at a good level (written and spoken).

 

WHAT IS IN IT FOR YOU

 

- Join an explosive growth market: online video advertising.

- Career growth possibility.

- Working in a highly technical environment. 

- Competitive compensation package.

- Enthusiast and friendly team.

- International environment.

- Culture of meritocracy.

- Since StickyAds was just acquired by Comcast group. You will benefit the advantage of a start up culture with the possibilities of a big group.

Options

Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
Share on your newsfeed