AdTechTalent
Ad Ops9 days agoHybrid

Smartly

Technical Support Specialist II

technical supportad techSaaSJavaScriptSQLReactAngularJSREST APIcustomer supportonline marketingIntercombug trackingtechnical investigationhybrid

Key details

Salary

Not specified

Employment type

Full-time

Seniority

Mid-level

Years experience

3-5

Location

Philippines

Full job description

Technical Support Specialist II role at Smartly.io supporting emerging advertising platforms (TikTok, Pinterest, Snapchat, YouTube, Google). Responsibilities include resolving customer issues, building expertise in non-Meta ad products, supporting product launches, investigating and documenting bugs, improving platform documentation, and collaborating with engineering and customer teams. Requires 2-3 years technical support experience in SaaS or ad tech, proficiency in JavaScript and SQL, knowledge of databases, HTTP, REST APIs, and web app architecture. Familiarity with React, AngularJS, Ruby on Rails, Scala, PHP, MongoDB, Cassandra, PostgreSQL, and Intercom preferred. Must be willing to work late APAC/early EMEA hours and weekend on-call shifts. Strong communication skills and fluent English required. Position is full-time, mid-level, and hybrid based in the Philippines.

What you'll do

  • Make sure that Smartly.io is known for the best-in-class service globally
  • Build technical expertise in non-Meta advertising products including Snapchat, Tiktok, Pinterest, and provide consultative guidance to businesses
  • Engage with the technological challenges of the world’s largest online advertisers
  • Help launch products including supporting Alpha and Beta programs
  • Quickly resolve support and advertiser issues, including campaign performance and product bugs
  • Perform tech-heavy investigations
  • Analyze, reproduce, prioritize, and document platform bugs
  • Improve documentation and help drive education about our platform
  • Help cultivate 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
  • Work with the nicest and brightest teammates in a flat organization

Requirements

  • Willingness to work late APAC/early EMEA and amenable to working weekend on-call shifts when needed
  • Confident & independent/self-driven
  • 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
  • A genuine curiosity about online marketing, willingness to push yourself to exceed your goals, and an ability to learn new things quickly
  • Experience with JavaScript and SQL with experience conducting troubleshooting by looking at logs
  • Knowledge of databases, HTTP fundamentals, REST APIs, and basic web-application architecture (MVC) highly desirable
  • Knowledge of modern web technologies highly desirable, like React or AngularJS
  • Experience with Intercom or similar preferred
  • Fluent spoken and written English, and a strong communicator

Tech stack

JavaScriptSQLReactReduxFlowAngularJSRuby on RailsScalaPHPMongoDBCassandraPostgreSQLIntercomREST APIsHTTP

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