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

• Responsible for investigating, triaging and resolving tickets that flow into the help desk queue. • Applies appropriate troubleshooting methods and techniques in resolving problems and documents all actions taken. • Assist clients with questions regarding technical product and configuration issues. • Resolve technical product issues, update ticket information, and communicate back to the client while maintaining a high level of client satisfaction. • Prepare detailed specifications and steps to reproduce for items requiring escalation (such as product defects). • Identify potential delays in resolution, take corrective action, and manage communication to the client. • Provide clear and concise verbal and written communications with client support contacts. • Develop and document efficient methods for handling commonly recurring issues. • Provide feedback on potential areas for product development / enhancement

• Perform troubleshooting and provide development assistance to Pipe17 customers • Serve as a point of internal escalation on technical issues within the Support org • Perform check of escalated issues found by internal team members prior to advancing through proper channels • Create and improve documentation to help users and partners help themselves • Employ your problem solving skills to triage and fix bugs on our platform • Improve the quality and efficiency of the solutions we deliver to our customers • Find other opportunities to move the team, the org, and the company forward, such as contributing to building and maintaining internal tools, code review, mentoring • Some on call responsibilities weekdays after hours and some weekends • 4+ hours overlap with PST time zone if remote

• 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.