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Technical Support Engineer

Position Details
Location Helsinki
Commitment Permanent
Team Support Operations

As a Technical Support Engineer, you are an expert at solving customer problems. You’ll be part of an internal engineering team working with some of the largest and most advanced online performance marketers globally. You’ll be a vital component in ensuring world-class service to our customers.

This role comes with great responsibility and requires a variety of skills: you’ll serve as a vital link, translator and communicator between customers and our equally world-class 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!

>> Learn more about our company culture and how we work at smartly.io/culturehandbook

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, 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. 
  • Work with the technological challenges of world’s largest online advertisers.
  • Help launch products including supporting Alpha and Beta programs.
  • Handle support escalations.
  • Quickly resolve advertiser issues, including campaign performance and product bugs.
  • Perform tech-heavy investigations and resolve issues.
  • Analyze, reproduce, prioritize, and document platform bugs.
  • Improve documentation and help drive education about our platform.
  • Help foster 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. 
  • Assist and train your teammates in understanding & handling technical issues.
  • Work with the nicest and brightest teammates in a flat organisation.
  • Identify gaps in the product and processes and participate in creating ideas to bridging them

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

  • 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.
  • Are always looking to improve and automate. You can build your own tools to help yourself, along with the rest of the team.
  • Computer Science or Engineering related education, background, or work experience.
  • Fluency in spoken and written English.
  • Fluency in any additional languages is appreciated.

Recruiting 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 maximize 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 - Take Home Assignment 

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

 

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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