Support Solutions Engineer

Smartly.io’s Support culture is different. Everybody contributes to Support at Smartly.io, and as a Support Solutions Engineer, you will be one of its ambassadors. We like to be a bridge between our product and our customers and break the possible silos between the teams. 

Smartly.io has high ambitions, and we are looking for great talents to continue building our support function. Your role in this organization is to serve as a missionary in developing customer support solutions and processes to provide the best-in-industry support experience to our customers.

This role comes with great responsibility and requires a variety of skills:

• You’ll serve as a vital liaison between our customers, global cross-functional teams, and our product development team.
• You love solving new problems and innovative solutions in situations where there are several unknowns.
• We value candidates who have some technical background, while still simultaneously advocating for our support culture.

Our industry is very fast-moving and you will be expected to ingest and digest a lot of information on a regular basis to keep yourself up-to-date. 

As a Support Solutions Engineer at Smartly.io, you will..

• Continuously innovate support tools and processes to scale and expand Smartly.io best-in-class support.
• Build technical expertise and assist in multi-channel support expansion in Meta, Pinterest, Snapchat, TikTok and Google ads API.
• Build Ads API technical expertise to assist in multi-channel social media expansion in Meta, Pinterest, Snapchat, TikTok and Google.
• Build and maintain our customer support related microservices, data flow and integrations in our tools & processes such as: internal debugging tools, Smartly.io Support Sidebar, Knowledge Base, automation scripts, Smartly.io Chrome Extension, Support Dashboards, etc. 
• Solve technological challenges of the world’s largest online advertisers, helping them to solve issues in an expedient and affable manner.
• Work with development teams to analyze, reproduce and document platform bugs.
• Work independently and quickly to identify and fix the root causes of problems.
• Assist and train your teammates in understanding and handling technical issues.
• Work in a fast-paced environment while still delivering extraordinary results for the customer.

We're definitely looking for you, if you

• Computer Science or Engineering related education, background, or work experience.
• Have exposure or interest in at least one programming language such as: Javascript, TypeScript, Python, or Ruby. 
• Exposure in frontend development using React, Redux and State Management.
• Are always looking to improve and automate. You can build your own tools to help yourself, along with the rest of the team.
• Are interested in redefining the online marketing domain, have a willingness to push yourself to exceed your goals, and have an ability to learn new things quickly.
• Have prior experience in technical/product support or software development in a customer-facing role or, at least, a genuine interest to work closely with customers and tackle their problems.
• Fluency in spoken and written English.

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