Manager, Technical Support

Universal Ads, a part of Comcast, enables any brand, of any size, to seamlessly make and buy commercials across premium video reaching new qualified audiences at scale. Universal Ads combines premium and brand-safe video content directly from the most influential media companies with the ease and familiarity of social ad buying. It is your one-stop shop for high-quality video ads delivering performance and unmatched scale.
Job Summary
Universal Ads is seeking a Manager of Technical Support to lead and scale our technical support function. This individual will play a critical role in ensuring campaigns are set up correctly from a technical standpoint, pixels are implemented and firing correctly, account onboarding issues are addressed, ticketing systems run smoothly, and clients receive prompt and expert technical assistance. You'll be instrumental in helping QA campaign setup processes, stand up our internal ticketing infrastructure, and provide hands-on leadership in resolving technical issues across the organization.
Job Description
Core Responsibilities

• Manage and grow the technical support function, ensuring efficient and effective troubleshooting of client-facing issues with Universal Ads and the API
• Collaborate with Sales and Product Solutions to review and QA campaign setup, pixel implementation launch and billing issues
• Design and implement our internal support/ticketing system from the ground up, enabling structured workflows, tracking, and reporting
• Identify, create, and refine scalable processes and documentation for common support workflows
• Work cross functionally with Product, Engineering Sales, and Product Solutions to triage and resolve platform or campaign issues.
• Track KPIs for support efficiency and QA accuracy; report regularly on system health, ticket resolution times, and root causes, help influence product roadmap

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. Comcast will consider for employment applicants with arrest or conviction records in accordance with the requirements of applicable law, including the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Please note that federal state, or local laws and regulations may restrict or prohibit Comcast from hiring individuals convicted of certain crimes. Additionally, an applicant's criminal history may have a direct, adverse, and negative relationship on the job duties of this position, which may result in the withdrawal of a conditional offer of employment.
Skills:
Customer Experience (CX); Cross-Functional Work; Quality Assurance (QA); New Process Development
Salary:
Primary Location Pay Range: $109,661.76 - $164,492.64
Additional Range: This job can be performed in California with a Pay Range of $105,092.52 - $164,492.64
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