Technical Support Specialist II

As a Technical Support Specialist II, you are the first line of defence in solving customer problems for Smartly products. You'll become a part of an internal Support Operations team, working with some of the largest and most sophisticated online performance marketers globally. In addition, you’ll be a vital component in ensuring outstanding service to our customers.

This role comes with great responsibility and requires a variety of skills: you’ll serve as a crucial link, translator and communicator between customers and our equally extraordinary product development team. Ideally, you love solving new problems and thrive in situations where there are several unknowns. Your heart beats for the customer and serves them with understanding and care. You will have the opportunity to work closely with the Engineering team that develops our web application, Customer teams that serve our clients, and directly with end customers through our 24/7 in-app support chat. Your major responsibility will be making 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 guaranteed!

• Ensure Smartly is recognized globally for best-in-class customer service.
• Provide timely and effective support for all technical inquiries related to the Smartly platform.
• Serve as the first point of contact for all customer queries related to Smartly.
• Work toward developing a working knowledge of Facebook’s Marketing API as part of day-to-day support responsibilities
• Build and maintain a working knowledge of other major Marketing APIs (Snapchat, Google, TikTok, Pinterest) as Smartly continues expanding across channels.
• Engage with the technological challenges of the world’s largest online advertisers.
• Support product launches, including participation in Alpha and Beta programs  and ensuring feedback is surfaced to Product teams
• Swiftly troubleshoot and resolve customer issues, including performance concerns and product bugs
• Collaborate with colleagues globally at all levels across the organization to gather information and resolve issues effectively.
• Reproduce, analyze, prioritize, and document bugs in the platform.
• Contribute to the improvement of internal and external documentation and promote customer education.
• Actively feed customer insights and pain points back to the product team to help shape product development.
• Thrive in a flat organizational structure, working alongside a team of smart, kind, and driven peer

• Willingness to work late APAC/early EMEA and amenable to working weekend on-call shifts when needed
• Confident, independent and self-driven
• A genuine curiosity about online marketing, willingness to push yourself to exceed your goals, and an ability to learn new things quickly.
• Passion for technology, very quick to learn new tools and able to independently learn and investigate complex customer queries
• 2-3 years technical support experience in a customer facing role, preferably with SAAS technology. Experience in ad tech, online marketing industry highly desirable
• Strong analytical skills with a proven ability to evaluate, troubleshoot, and follow through on customer issues—replicating and documenting them for escalation when necessary.
• Good to have a basic understanding of JSON and SQL, along with some experience reviewing logs to support troubleshooting.
• Familiarity with concepts like databases, HTTP fundamentals, REST APIs, and MVC architecture is a plus
• Experience with Intercom or similar preferred
• Fluent spoken and written English, and a strong communicator