Senior Technical Support Specialist role responsible for solving customer problems for Smartly products. Serve as a link between customers and product development team. Work closely with Engineering, Customer teams, and end customers via 24/7 in-app support chat. Responsibilities include delivering high-quality support, resolving complex technical issues, developing expertise in Marketing APIs (Meta, Snapchat, Google, TikTok, Pinterest), engaging with large-scale advertisers, participating in product launches, troubleshooting, collaborating cross-functionally, identifying recurring issues, mentoring peers, and improving documentation. Requirements include 4+ years technical support experience in ad tech or online marketing, strong troubleshooting and analytical skills, knowledge of APIs (HTTP, REST), experience with JSON, SQL, logs analysis, understanding of web technologies and distributed systems, excellent communication skills, proactive learning mindset, global team collaboration experience, and willingness to work EMEA hours.
What you'll do
Drive Smartly’s reputation for best-in-class customer service by consistently delivering high-quality, impactful support experiences
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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
Marketing APIsMeta APISnapchat APIGoogle APITikTok APIPinterest APIHTTPRESTJSONSQLlogs analysisweb technologiesdatabasesMVCdistributed systems
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