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Support Solutions Engineering Lead

Position Details
Location Berlin
Commitment Full-time
Team Service Operations

Smartly.io's Support culture is different. Every customer-facing and product-facing employee contributes to Support at Smartly.io. That's more than 300 stakeholders on top of the professional support agents in the team. As part of the Support Solution Engineer team, you will be one of its ambassadors. We like to stay close to our product and close to our customers!

Your role in this organization is to lead the engineering part of the customer support team. You will mentor and drive the team who's developing integration, tools and processes to optimize the impact of the 300+ customer support agents. You love to help customers realize the full potential of their investment in our product. And you make it your personal mission to put a smile on their face.

We are on a mission to scale our support operations while considering important constraints:

  • Opening Tiktok and Youtube as new channels in 2022
  • Diversification and monetization of added-value services
  • Diversification and professionalisation of the support offering with a strong emphasis on premium customers

The team has always been putting grease in the gears of the company and is expected to continue doing so, focusing on impactful improvement.

Responsibilities

  • Actively coaching Service Ops Engineers in the team in their professional development
  • Facilitate collaboration with product and engineering teams
  • Define a roadmap, prioritise tasks and set direction for the team together with the Tech Support Engineering team.
  • Develop and define working practices. 
  • Developing the Team Lead role both inside the team and across Smartly together with other Team Leads

What we are looking for

  • Technical knowledge with interest in developing leadership skills
  • High-level of autonomy and responsibility
  • Interest in redefining the online marketing domain
  • 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.
  • Are always looking to improve and automate. You can build your own tools to help yourself, along with the rest of the team.
  • Fluency in spoken and written English.
  • Fluency in any additional languages is appreciated.

Hiring process

Smartly.io hires great people that are extremely quick pick up on new concepts, because online marketing and Facebook, as a platform, evolve constantly and almost exponentially. Our recruiting steps are designed to give you a realistic glimpse of the job but also to test your ability and willingness to learn quickly and apply the fast-changing concepts of online advertising to improve positive impact for your customers.

The recruiting process is an opportunity for both of us to see if we're made for each other.

STEP 1 - Introductory calls with our talent team and your potential team lead.

STEP 2 - Assignment where you'll solve a tech puzzle to showcase your technical problem solving skills.

STEP 3 - Role interview and discussion on Facebook advertising concepts, your technical knowledge and passions with the team.

STEP 4 - Discussion with our leadership team.

 

#LI-SL1 #LI-Hybrid

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Support Solutions Engineering Lead

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