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Support Solution Engineer

Location: Helsinki, Finland / London, UK / Berlin, Germany, Commitment Full-Time, Team Service Operations

WARNING: This Is Not Your Typical Tech Support Job!

Smartly.io’s Support culture is different. Everybody does Support at Smartly.io, and as a Support Solution Engineer, you will be one of its cardinal ambassadors. You will be part of an engineering team working to build the most advanced product support on the planet.

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. You will have the opportunity to work closely with our Engineering team that develops our web application, Customers teams that serve our clients, and directly with end customers through our 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! 

Some examples of projects we are working on:

- Empower developers to communicate bug fixes to the end users as fast as possible with our internal JIRA comms app.

- Organise and attend cross-functional UI/UX days where we go after bugs and inconsistencies in the platform. Pair-up with product engineers and fix them.

- Create a sidebar assistant for augmenting information available to supporters

The role combines highly technical support work with software development tasks and projects so it will also serve as a nice stepping stone towards working on the core product or other technical roles in Smartly.

Read more about the team and different employee stories here!

As a Support Solution Engineer at Smartly.io, you will:

  • Ensure that Smartly.io is renowned globally for its best-in-class technical support and distinguished customer service
  • Build technical expertise in Facebook, Instagram, Pinterest, and other major social networks
  • Work with the technological challenges of the world’s largest online advertisers, helping them to troubleshoot issues in an expedient and affable manner
  • Help to launch products, including supporting alpha and beta features
  • Resolve advertisers’ issues and identify product bugs using our internal troubleshooting tools
  • Perform tech-heavy investigations and resolve complex support escalations
  • 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 and handling technical issues
  • Work in a fast-paced environment while still delivering world class results for the customers

We're definitely looking for you, if you:

  • Are interested in working in a fast-paced, 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 solve their problems
  • Have some technical background in modern web technologies like React, AngularJS, or Node.js. Our tech stack includes Kubernetes, Ruby on Rails, React+Redux+Flow, Node.js+TypeScript, Python, PHP, PostgreSQL, MongoDB.
  • Extra points for experience with Airflow and Snowflake
  • Are always looking to improve and automate - being “lazy” with manual tasks is a good quality. You can build your own tools to help yourself, along with the rest of the team
  • Get excited about solving problems and thrive in situations where there are several unknowns.
  • Fluency in spoken and written English
  • Extra points for fluency in French or Spanish

Who we are

Powering beautifully effective ads - Smartly.io automates every step of social advertising to unlock greater performance and creativity.

We are a team of over 400 Smartlies, building a platform that automates creative production and ad buying at scale. We are #1 in social advertising, managing 2.5 billion euros in ad spend and serving more than 650 brands worldwide, including eBay, Uber and TechStyle. Our team has footholds in 17 cities around the world and represents 54 different nationalities.

We are growing fast and hiring for many interesting positions globally. Learn more at smartly.io/careers and smartly.io/culturehandbook.

– – – 

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.

Position Details
Location Helsinki, Finland / London, UK / Berlin, Germany
Commitment Full-Time
Team Service Operations

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