Incident Management Product Support Engineer - FreeWheel

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
We are seeking an Engineer 3, Technical Product professional to join the Incident Management Team. This individual will complement the Incident Manager's technical background by offering deep product knowledge and serving as the technical product liaison during incident response. This role is critical in building and supporting a scalable incident management program, offering product-side insights during incidents, and supporting process and tool development. This role will begin as a day-shift, in-office position (New York or Reston, VA), with a planned transition to a mid-shift schedule after 6-12 months as additional team members are onboarded. This position is not eligible for visa sponsorship. Applicants must be authorized to work for Comcast in the United States without a current or potential future need for sponsorship.
Job Description
Core Responsibilities

• Serve as the technical product point of contact during incident investigations and response activities.
• Support the Incident Manager with product expertise during root cause analysis, impact assessment, and remediation coordination.
• Partner with Engineering, Product, and Support teams to map product behavior to incident patterns and resolution paths.
• Develop and maintain product-specific incident response guides, templates, and tools.
• - Collaborate in the design of incident reporting dashboards and communication protocols.
• Assist in defining and refining incident severity classification, SLAs, and escalation pathways from a product perspective.
• Participate in post-incident reviews and contribute product insights to RCA reports and long-term corrective action plans.
• Support the Incident Manager in incident management framework development.
• Consistently exercise independent judgment and discretion in incident response matters.
• must be able to work variable schedules as needed, including mid-shift coverage after initial period.
• Other duties as assigned to support the Incident Management function.

First-Year Shift Plan

• Months 0-6: Day Shift (In-Office, New York or Reston, VA)
• Months 6-12: Transition to Mid-Shift Coverage (approx. 11AM-7PM or similar, TBD)
• *Shift coverage may evolve based on team growth.*

Ideal Qualifications:

• Strong technical product knowledge and experience working with cross-functional teams in fast-paced environments.
• Demonstrated ability to collaborate on incident response, root cause analysis, and problem-solving.
• Familiarity with incident management frameworks, ITIL, or similar operational models is preferred.
• Strong analytical skills, with the ability to translate technical information into actionable plans.
• 5-7 years of experience in product support, technical operations, or related roles.
• Bachelor's degree preferred (or equivalent experience).
• Strong interpersonal and communication skills, with a collaborative, solutions-oriented approach.

Key Competencies:

• Incident Response Collaboration
• Product Troubleshooting & Analysis
• Stakeholder Engagement
• Process Improvement
• Documentation & Reporting

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.
• Respect and promote inclusion & diversity.
• 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 proud to be 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:
Documentation Reporting; Incident Management; Advertising; Troubleshooting; Stakeholder Engagement
Salary:
Pay Range: This job can be performed in Illinois, and New York City with a Pay Range of $89,775.00 - $173,400.00
Comcast intends to offer the selected candidate base pay within this range, dependent on job-related, non-discriminatory factors such as experience. The application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later.
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