Support Engineer 1, On-Site

Nitel•New York, NY

6d•$64,800 - $97,200•Onsite

About The Position

Our team of energetic, creative, and curious 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 Sht Done.

Requirements

3 years' work experience, with at least 1 year being supervisory in nature - formal direct reports not required, but you should be comfortable taking control of amorphous situations/projects and accepting responsibility to obtain a successful result from other people and teams. Teamwork is mandatory.
A Bachelor's Degree in a field that demonstrates creative and logical thinking or equivalent experience.
Professional and effective phone and written communication skills. You should be comfortable being on an occasional conference call as the primary point of vendor contact in high pressure situations.
You possess a demonstrable track record of business process improvement and solutions development and implementation.
Your background demonstrates that you are constantly seeking new challenges and opportunities for yourself.
You get personal enjoyment from guiding, mentoring, and coaching. You are as proud of your mentees' accomplishments as you are of your own.
Demonstrated experience illustrating and solving complex problems using datasets. Basic SQL query and Excel skillsets are required, expert preferred.
FreeWheel Support team members are capable of and interested in learning continuously and autonomously. Primary training comes from our formal instructor-led onboarding and training program, wiki documentation, webinars, whiteboarding sessions and skills development and testing. Successful candidates learn, retain, and apply this training to hands-on, real-world experiences within 30 days of hire.
Hold themselves accountable to becoming a Subject Matter Expert in market-leading advertising technologies within 12 months of hire.
Employ good time management skills in the face of competing priorities.
Resourcefully seek and provide accurate and actionable solutions for clients and coworkers.
Utilize well-developed communication and project management skills to create, maintain and deliver reliable and predictable service delivery from an environment comprised of many moving parts.
Work a compensated, flexible, rotational on-call shift: nights, weekends, holidays or live events supported by FreeWheel such as the Super Bowl, World Cup, Olympics, Presidential Debates, etc.

Responsibilities

The Support team delivers industry-leading White Glove Service and our most impressive product is knowledgeable, empowered customers who champion the FreeWheel brand.
Support team members provide superb customer experiences delivered through issue analysis, solution delivery, and strong customer service emphasis.
Support team members articulate product solutions and market concepts to end users of varying seniority with a mixed skillset, context-switching frequently.
Using customer requirements, the team develops use cases for engineering improvements, contributes to product documentation, and provides training to each other and the teams we support.
For the right candidate, this position will allow for tremendous growth and the opportunity to develop a lifelong career providing enterprise-level value to industry leaders in the media and advertising ecosystems.
You will collaborate with a wide variety of incredibly talented people of varying skillsets. Growth oriented candidates will be able to leverage this collaboration and exposure into professional success.