Senior Technical Support Engineer

As a Technical Support Engineer, you are an expert at solving customer problems. You’ll be part of an internal engineering team working with some of the largest and most advanced online performance marketers globally. You’ll be a vital component in ensuring world-class service to our customers.

This role comes with great responsibility and requires a variety of skills: you’ll serve as a vital link, translator, and communicator between customers and our equally world-class product development team. Ideally, you love solving new problems and thrive in situations with several unknowns. Your heart beats for the customer and serves them with understanding and care. You can work closely with the Engineering team that develops our web application, Customer teams that serve our clients, and directly with end customers through our 24/5 in-app support chat. Your major responsibility will be to make sure that the problems you address will not resurface. As a result, you’ll make the customer’s life easier as well as improve our core product. None of your days will be quite alike – exciting times are guaranteed!

As a Technical Support Engineer, You Will:

• Make sure that Smartly is known for the best-in-class service globally.
• Build technical expertise in Facebook products including Ads API, Pages, and Platform, and provide consultative guidance to businesses.
• Build technical expertise in Instagram & Pinterest and maintain a general awareness of other social channels Ads API as Smartly will continue to become multi-channel. 
• Work with the technological challenges of the world’s largest online advertisers.
• Help launch products including supporting Alpha and Beta programs.
• Handle support escalations.
• Quickly resolve advertiser issues, including campaign performance and product bugs.
• Perform tech-heavy investigations and resolve issues.
• Analyze, reproduce, prioritize, and document platform bugs.
• Improve documentation and help drive education about our platform.
• Help foster the product feedback loop through your experiences in support.
• Act with little direction and work quickly to identify and fix the root causes of problems. 
• Assist and train your teammates in understanding & handling technical issues.
• Work with the nicest and brightest teammates in a flat organization.
• Identify gaps in the product and processes and participate in creating ideas to bridge them

What We’re Looking For:

• Are interested in redefining the online marketing domain, have a willingness to push yourself to exceed your goals, and can learn new things quickly.
• Have prior experience in technical/product support or software development in a customer-facing role or, at least, a genuine interest in working closely with customers and tackling their problems.
• Are always looking to improve and automate. You can build your tools to help yourself, along with the rest of the team.
• Computer Science or Engineering-related education, background, or work experience.
• Fluency in spoken and written English.
• Fluency in any additional languages is appreciated.
• Ability to work at the office 3 days per week.

What We Offer You:

• Inclusive Culture: Join a team of over 800 Smartlies representing more than 60 nationalities across 24 locations in 13 countries, we foster a culture built on trust, transparency, and open feedback.
• Global Impact: Be part of a company making a global impact, directly influencing our customers and business growth.
• Wellbeing Focus: Enjoy generous healthcare packages, mental health services, and a healthy work-life balance with paid holidays and family leave.
• Total Rewards: Benefit from equity options, performance-based rewards, competitive compensation, and ample career development opportunities.
• Hybrid Workplace: Experience a hybrid work model, balancing office and remote work, with the option to work abroad for up to 30 days.

Smartly is committed to being the best place to work for growth-minded individuals to thrive - explore more in our Culture Handbook!

What to Expect from Our Recruitment Experience:

Smartly hires great people who are extremely quick to pick up on new concepts, because online marketing and Facebook, as a platform, evolve constantly and almost exponentially. Our recruiting steps are designed to give you a realistic glimpse of the job but also to test your ability and willingness to learn quickly and apply the fast-changing concepts of online advertising to maximize positive impact for your customers.

The recruiting process is an opportunity for both of us to see if we're made for each other.

• Introductory calls with our talent team and your potential team lead.
• Take Home Assignment.
• Role interview and discussion on Facebook advertising concepts, your technical knowledge, and passions with the team.
• Discussion with our leadership team.

Apply Now and Shape Your Future with Smartly!

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