Support Engineer
Current- Resolved over 2,000 client-facing cases related to campaign issues, effectively collaborating with engineering and account teams throughout the process.
- Trained(Q&A'ed) new hires after obtaining specialized Freewheel product certifications, including ad serving, programmatic, reporting, and creative transcoding.
- Authored runbooks that assist the global support team in troubleshooting complex issues across various stages of ad delivery.
- Improved workflow efficiency by analyzing hundreds of escalation tickets and implementing solutions with multiple teams, including the use of AI automation to streamline ticket categorization.
- Led the pilot launch of Paramount Australia by collaborating with account and engineering teams and conducting pre-launch tool testing.