FreeWheel

  • Support Engineer - London

    Job Locations UK-London
    Department
    Engineering
  • ABOUT THE OPPORTUNITY

    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 stands to advocate for the entire industry through the FreeWheel Council for Premium Video.

    RESPONSIBILITIES

    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. The team’s contribution is white glove service and our product is knowledgeable, empowered customers who champion the FreeWheel brand.

     

    RESPONSIBILITIES
    Excellent customer experience is delivered through problem solving, customer education and continuous service improvement in a changing and time-sensitive environment. The team supports premium video advertising delivery across TV, mobile, set top box, and web platforms for clients across the globe as part of a 'follow-the-sun' global support model. To do so, Support Engineers must communicate with clients possessing a variety of skill levels.

    Support Engineers are thorough, deconstructing complex problems and building comprehensive solutions.

    Using customer requirements, the team develops use cases for engineering improvements, contributes to product documentation, and continuously improves support processes to provide best-in-class service.

    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 may be needed. On-call rotational work on some weekends and during live events is expected.

    • Grow into a Subject Matter Expert in market-leading technologies.
    • Advocate for customer success throughout the organization.
    • Enable customers to succeed on the FreeWheel platform.

    ABOUT YOU

    You will be working in a diverse, collaborative direct team that values good team players with strong interpersonal skills, enthusiasm, and a good sense of humour. The ideal candidate will be able to work comfortably with stakeholders throughout the organization and at all levels and therefore will have an adaptive communication style in order to work with clients possessing a variety of skill levels.. The organization values the ability to quickly adapt and learn new technology.

    Requirements:

    • A Bachelor's Degree or equivalent expertise.
    • 2-5 years professional experience in a client-facing environment
    • Ability to prioritize work and manage deadlines effectively
    • Proactive and self-driven, taking initiative to solve problems

    The following are not requirements but would be advantageous:

    • Demonstrable experience learning technical tools (such as SQL and Excel) to solve complex problems.
    • Knowledge of the premium video or video advertising industry

    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 Sh*t Done. 

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