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Technical Support Engineer

Position Details
Location Los Angeles
Commitment Permanent
Team Support Operations

As a Technical Support Engineer, you are an authority to solving customer problems. You'll become a part of an internal engineering 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 serving 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 24/5 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 Technical Support Engineer at Smartly.io, you will...

  • Make sure that Smartly is known for the best-in-class service globally.
  • Build technical expertise in Facebook products including Ads API, Pages, and Platform, and provide consultative guidance to businesses.
  • Build technical expertise in Instagram & Pinterest and maintain a general awareness of other social channels Ads API as Smartly will continue to become multi-channel.
  • 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, and train them in understanding & handling technical issues.

We're definitely looking for you, if you have...

  • A genuine curiosity about online marketing, willingness to push yourself to exceed your goals, and an ability to learn new things quickly.
  • A passion for self-improvement and personal growth.
  • Knowledge of JavaScript, databases, HTTP fundamentals, REST APIs, and basic web-application architecture (MVC)
  • 2-3 years of technical background from modern web technologies like React or AngularJS (our tech stack includes Ruby on Rails, Scala, React+Redux+Flow, Angular, PHP, MongoDB, Cassandra and PostgreSQL).
  • 2-3 years technical support experience in a customer facing role.
  • 2+years experience in ad tech or online marketing industry.
  • Always looking to improve and automate - being “lazy” with manual tasks is good quality. You can build your own tools to help you and the rest of the team.
  • Fluent spoken and written English, and a strong communicator
  • Legal right to work in the US.

Perks & Benefits…

  • Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
  • Flexible in-office, hybrid, & remote work options depending on role
  • Generous healthcare packages & mental health benefits
  • Monthly wellness benefit and learning reimbursement opportunities
  • 401K plus matching & equity grants for all new Smartlies
  • Volunteer time off days & company donation matching opportunities
  • Computer (MAC or PC), phone with plan, & Bose headphones
  • And so much more…

#LI-BAILEY #LI-Hybrid

 

Meet Smartly.io

Bringing brands and people together smartly. We are building a platform that combines media buying, creative, and data to automate every step of digital advertising.

We manage 4B€ in ad spend and serve more than 700 brands worldwide, including eBay, Uber and TechStyle. Our technology liberates marketers from manual work and allows them to focus on what matters. 

As a fast-paced growth company, Smartly.io offers opportunities to maximize your learning and amplify your impact. With colleagues from 62 nationalities, you'll work in a collaborative and inclusive environment built on a culture of trust, transparency, and feedback. Join our global team of over 800 Smartlies in reshaping the future of marketing. Learn more at smartly.io/careers and smartly.io/our-leadership-and-culture.

We are a hybrid workplace where Smartlies have the flexibility to work at the office, from home, or a bit of both. We also offer programs for short-term remote work globally. 

We are currently running fully remote recruitment processes due to the global pandemic. Read more here.

 

Reasonable accommodation for people with disabilities

Smartly.io is committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our job application procedures and working environment. If you need assistance or have any questions please contact us at accommodations@smartly.io.

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Technical Support Engineer

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