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Other19 days agoRemote
Smartly
Technical Support Engineer
technical supportSaaSSQLJSONREST APIsHTTPmarketing APIscustomer supportbug trackingproduct launcheshybrid work
Key details
Salary
Not specified
Employment type
Full-time
Seniority
Mid-level
Years experience
3-5
Location
Mexico City, Mexico
Full job description
Technical Support Engineer role focused on resolving complex technical issues and improving product experience for Smartly’s platform customers. Responsibilities include providing technical support, troubleshooting bugs and performance issues, liaising between customers and internal teams, documenting and escalating issues, managing escalations, developing expertise in marketing APIs and the platform, contributing to product improvements, supporting product launches, and mentoring team members. Requirements include experience in technical support in SaaS, troubleshooting skills, hands-on SQL and JSON experience, familiarity with REST APIs and HTTP, strong communication skills in English, ability to work independently, and availability to work Americas hours. The position offers a hybrid work model based in Mexico City with benefits including healthcare, mental health services, paid holidays, equity options, competitive compensation, and career development opportunities.
What you'll do
- Provide timely, high-quality technical support to customers using the Smartly platform
- Troubleshoot and resolve complex technical issues, including bugs and performance concerns
- Act as a liaison between customers, Product, and Engineering to ensure clear communication and effective resolution
- Reproduce, analyze, and document bugs, ensuring accurate prioritization and escalation
- Manage critical customer escalations with urgency and clear communication
- Develop expertise in marketing APIs (Meta, Google, TikTok, Snapchat, Pinterest) and Smartly’s platform
- Contribute to product improvements by sharing customer feedback and recurring issues
- Support product launches (Alpha/Beta) and help validate new features
- Mentor team members and contribute to internal documentation and knowledge sharing
Requirements
- Strong experience in technical support within a customer-facing environment, ideally in SaaS
- Proven troubleshooting and problem-solving skills, including root cause analysis
- Hands-on experience with SQL and JSON
- Familiarity with REST APIs, HTTP fundamentals, and web application architecture
- Ability to replicate, document, and escalate technical issues clearly and effectively
- Strong written and spoken communication skills in English
- Comfortable working independently and navigating ambiguous situations
- Availability to work Americas hours
Tech stack
SQLJSONREST APIsHTTPMarketing APIs (Meta, Google, TikTok, Snapchat, Pinterest)
Benefits
Inclusive global culture with diverse teamGlobal impact contributing to customer success and business growthHealthcare packages and mental health servicesWork-life balance with paid holidays and family leaveEquity options and performance-based rewardsCompetitive compensation and career development opportunitiesFlexible hybrid workplace with option to work abroad up to 30 days annually
Apply now
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