As a Senior Technical Support Specialist, 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!
As a Senior Technical Support Specialist, at Smartly, you will...- 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.
- Strong ownership and accountability, with the ability to operate independently and drive complex issues to resolution.
- A 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.
Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers.
Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.
Visit Smartly to learn more.
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Skills Required
- 4+ years of technical support experience (or equivalent)
- Proven track record solving ambiguous, high-impact technical problems in a customer-facing SaaS environment
- Advanced troubleshooting and analytical skills, root cause analysis
- Solid working knowledge of APIs and integrations, including HTTP and REST
- Practical experience with JSON, SQL, logs analysis, and system debugging
- Strong understanding of web technologies and architectures (databases, MVC, distributed systems concepts)
- Excellent communication skills; translate technical details for varied audiences
- Experience collaborating across global teams and influencing stakeholders
- Willingness to work EMEA hours
- Experience within ad tech or online marketing ecosystems
- Deep expertise with Marketing APIs (Meta, Snapchat, Google, TikTok, Pinterest)
- Mentoring peers and contributing to internal/external documentation and best practices
What the Team is Saying
Smartly Compensation & Benefits Highlights
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Leave & Time Off Breadth — Time off is described as five weeks of paid vacation per year, plus company holidays, wellness/recharge days, and an annual holiday shutdown. Some locations also offer sabbatical or study leave.
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Healthcare Strength — Health coverage includes medical, dental, vision, mental‑health benefits, and FSA options. Inclusive elements like transgender‑inclusive coverage and pet insurance are also listed.
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Flexible Benefits — Work flexibility includes hybrid and fully remote options in approved locations. Employees can choose in‑office, hybrid, or fully remote setups where supported.
Smartly Insights
What We Do
We solve for advertising campaign and creative complexities - both key elements to the time/money savings and performance that brands, agencies and businesses seek. Our unified platform combines media, creative, and intelligence, offering end-to-end workflows powered by AI across the open and closed web. With over 700 brands and advertisers, we've proven that dynamic and personalized creative makes advertising impactful. We are on a mission to transform the advertising experience for brands and their consumers. ⚡️
Why Work With Us
As a fast-paced growth company, we offer opportunities to maximize learning and amplify impact. Our culture and values have always been the secret sauce of our growth. They define how we aspire to build our adtech product, whom we hire and reward, and how we work towards a shared vision. Join us in moving advertising forward.
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Smartly Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
We are a hybrid workplace where Smartlies have the flexibility of hybrid work combining office and work from home. We also offer programs for short-term remote work globally.
