Head of Technical Support

Corporate IT


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.


- 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,...).



- 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).




- 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.


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