• Serve as the final escalation point for intricate hardware and firmware issues, managing complex investigations from initial triage to definitive root cause resolution. • Conduct comprehensive, end-to-end debugging across the entire stack, including hardware components, firmware, gateways, and AI/ML pipelines. • Analyze device telemetry and fleet-level patterns using internal tools, translating raw data and logs into clear, actionable technical narratives. • Drive continuous product improvement by leading post-mortem analyses to identify root causes, systemic issues, key learnings, and actionable trends. • Collaborate closely with the R&D team, using support trend analysis to develop superior customer solutions. • Lead technical feedback for new hardware to ensure supportability and meet installation requirements well before general availability. • Define success criteria, validation plans, and operational runbooks for new hardware launches, ensuring global support team readiness. • Lead on-site technical investigations and manage beta deployments for next-generation hardware, often in demanding environments. • Develop or contribute to internal diagnostic tools to significantly accelerate ticket resolution and trend analysis. • Elevate the organization's technical expertise by providing technical coaching and conducting case reviews for support engineers.

• Gestionar las solicitudes de los clientes de manera oportuna y rentable • Actuar como punto central de contacto para los clientes asignados • Facilitar la transferencia de conocimiento desde equipos de gestión de cambios y proyectos • Proporcionar soporte en la producción a los clientes

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 complex technical solutions and troubleshooting for product implementations while independently resolving complex customer complexities. It requires developing customized architectures and modifications based on detailed infrastructure requirements and applications. The job involves mentoring sales teams and serving as lead technical advisor for sophisticated product deployments. Has in-depth experience, knowledge and skills in own discipline. Usually determines own work priorities. Acts as resource for colleagues with less experience. Core Responsibilities Supporting business operations by troubleshooting product issues and providing detailed technical recommendations under some supervision Collaborating with Sales teams to evaluate product modification requests and contribute engineering insights for customization projects Leading 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. 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. Comcast 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. Skills: Amazon Web Services (AWS); Problem Resolution; Customer Feedback; Collaborating; Customer Service Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. 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 compensation and benefits summary on our careers site for more details. Education Bachelor's Degree While 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. Relevant Work Experience 5-7 Years

• Lead and develop the US Technical Support team, establishing clear performance expectations, coaching plans, and career pathways. • Share operational oversight of the Philippines team, partnering with regional leadership to ensure seamless 24/5 (or follow-the-sun) support coverage. • Drive staffing models, workforce planning, and scheduling to meet SLA targets and response-time goals. • Foster a culture of ownership, urgency, technical excellence, and customer advocacy. • Act as a senior escalation leader for complex technical issues, ensuring rapid triage and resolution. • Guide teams through deep-dive investigations, reproduction steps, and ownership determination before routing to Engineering. • Partner closely with Engineering to strengthen feedback loops and reduce time-to-resolution. • Build and scale global escalation pathways from Customer → Product → Engineering. • Standardize triage workflows, debugging practices, ticket handoffs, and prioritization frameworks. • Identify systemic friction points and implement process improvements that enhance predictability and SLA performance. • Leverage metrics and dashboards to manage team performance and continuously improve response quality and speed. • Serve as the voice of the customer, surfacing trends and influencing product roadmap decisions. • Partner with Sales, CSM, Onboarding, and TAM teams to support enterprise customers and high-impact launches. • Step in directly with customers when urgent or highly technical situations require leadership engagement. • Utilize observability tools, logs, and analytics platforms (e.g., DataDog) to identify patterns and operational risks. • Drive knowledge management improvements to reduce escalations and increase Tier 1 resolution rates. • Champion automation and AI-driven support capabilities to scale the organization efficiently.