Senior Technical Support Specialist

What you'll do

• Drive Smartly’s reputation for best-in-class customer service by consistently delivering high-quality, impactful support experiences
• Act as a trusted technical advisor and primary point of contact for complex customer inquiries related to the Smartly platform
• Lead the resolution of advanced technical issues, including performance concerns, integrations, and product defects, ensuring timely and sustainable outcomes
• Develop and maintain deep expertise in Marketing APIs (Meta, Snapchat, Google, TikTok, Pinterest), applying this knowledge to solve sophisticated customer challenges
• Proactively engage with the technical ecosystems of large-scale advertisers, identifying patterns, risks, and optimization opportunities
• Play a key role in product launches by participating in Alpha and Beta programs, validating features, and ensuring actionable feedback reaches Product and Engineering teams
• Take ownership of complex troubleshooting by reproducing, analyzing, prioritizing, and clearly documenting issues, driving them through to resolution
• Collaborate cross-functionally with Product, Engineering, and Customer teams globally, often acting as the bridge between technical and non-technical stakeholders
• Identify recurring issues and advocate for long-term solutions, contributing to product improvements and reducing support volume over time
• Mentor and support peers by sharing knowledge, improving processes, and contributing to internal best practices and documentation
• Elevate customer education by enhancing both internal and external documentation, enabling more scalable support

Requirements

• Strong ownership and accountability, with the ability to operate independently and drive complex issues to resolution
• Proven track record of solving ambiguous, high-impact technical problems in a customer-facing SaaS environment
• 4+ years of technical support experience (or equivalent), ideally within ad tech or online marketing ecosystems
• Advanced troubleshooting and analytical skills, with the ability to break down complex systems, identify root causes, and communicate findings clearly
• Solid working knowledge of APIs, including hands-on experience with HTTP, REST, and debugging integrations
• Practical experience with tools and concepts such as JSON, SQL, logs analysis, and system debugging
• Strong understanding of web technologies and architectures (e.g., databases, MVC, distributed systems concepts)
• Excellent communication skills, with the ability to translate technical details into clear, actionable insights for different audiences
• A proactive mindset with a passion for continuous learning, staying up to date with evolving technologies and industry trends
• Experience collaborating across global teams and influencing stakeholders at different levels of the organization
• Willingness to work EMEA hours

Tech stack