This role focuses on helping customers succeed with Smartly’s platform by resolving complex technical issues and improving overall product experience. You will work closely with Product and Engineering to investigate problems, support new feature rollouts, and ensure customers can rely on Smartly in their day-to-day operations. Your work directly impacts customer satisfaction and product quality.
What You Will 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
- 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
At Smartly, we offer a place where you can advance your career. Here, you'll find:
An Inclusive Global Culture: Join a team of over 750 Smartlies, representing more than 60 nationalities across 24 locations in 13 countries. We cultivate a culture built on trust, transparency, and open feedback, where diverse perspectives are valued and encouraged.
Global Impact: Contribute to a company making a global impact, directly influencing our customers' success and business growth.
Focus on Wellbeing: We prioritize your health with healthcare packages, mental health services, and a commitment to work-life balance through paid holidays and family leave.
Comprehensive Rewards: Benefit from equity options, performance-based rewards, competitive compensation, and career development opportunities.
Flexible Hybrid Workplace: Experience a hybrid work model, balancing office collaboration with remote work, and the option to work abroad for up to 30 days annually.
Smartly is committed to being a great place for growth-minded individuals to thrive. Explore more in our Culture Handbook!
Apply Now and Build Your Future with Smartly!
Curious what it’s like to work at Smartly? Visit our Careers page to see how we grow, collaborate, and make impact together
#LI-HYBRID
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.
The processing of your information is described in our Candidate Privacy Notice.
Skills Required
- 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
What the Team is Saying
Smartly Compensation & Benefits Highlights
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Leave & Time Off Breadth — Five weeks of paid vacation, company holidays, wellness/recharge days, and an annual holiday shutdown are repeatedly highlighted, with sabbatical or study leave noted in some locations. This broad time-off structure compares favorably against many tech employers.
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Healthcare Strength — Medical, dental, and vision coverage are paired with mental-health support, FSA options, and inclusive elements such as transgender-inclusive coverage and pet insurance, alongside life and disability insurance. The scope indicates robust core health protection.
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Flexible Benefits — Office, hybrid, or fully remote arrangements (in approved locations) are offered, complemented by a home-office stipend and short-term 'work from anywhere' programs. These options provide meaningful flexibility in where and how work is done.
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.
