Technical Support Specialist II

About the role

As a Senior Technical Support Specialist at Smartly, you are the first line of defence in solving customer problems for Smartly products. You'll become a part of an internal Support Operations team, working with some of the largest and most sophisticated online performance marketers globally. You'll serve as a crucial link, translator and communicator between customers and the product development team. You'll have the opportunity to work closely with the Engineering team that develops the web application, Customer teams that serve clients, and directly with end customers through 24/7 in-app support chat. Your major responsibility will be making sure that the problems you address will not resurface, making the customer's life easier and improving the core product.

Key responsibilities

• Drive Smartly's reputation for best-in-class customer service by consistently delivering high-quality, impactful support experiences
• Act as a trusted technical advisor and primary point of contact for complex customer inquiries related to the Smartly platform
• Lead the resolution of advanced technical issues, including performance concerns, integrations, and product defects, ensuring timely and sustainable outcomes
• Develop and maintain deep expertise in Marketing APIs (Meta, Snapchat, Google, TikTok, Pinterest), applying this knowledge to solve sophisticated customer challenges
• Proactively engage with the technical ecosystems of large-scale advertisers, identifying patterns, risks, and optimization opportunities
• Play a key role in product launches by participating in Alpha and Beta programs, validating features, and ensuring actionable feedback reaches Product and Engineering teams
• Take ownership of complex troubleshooting by reproducing, analyzing, prioritizing, and clearly documenting issues, driving them through to resolution
• Collaborate cross-functionally with Product, Engineering, and Customer teams globally, often acting as the bridge between technical and non-technical stakeholders
• Identify recurring issues and advocate for long-term solutions, contributing to product improvements and reducing support volume over time
• Mentor and support peers by sharing knowledge, improving processes, and contributing to internal best practices and documentation

About you

• Strong ownership and accountability, with the ability to operate independently and drive complex issues to resolution
• A proven track record of solving ambiguous, high-impact technical problems in a customer-facing SaaS environment
• 4+ years of technical support experience (or equivalent), ideally within ad tech or online marketing ecosystems
• Advanced troubleshooting and analytical skills, with the ability to break down complex systems, identify root causes, and communicate findings clearly
• Solid working knowledge of APIs, including hands-on experience with HTTP, REST, and debugging integrations
• Practical experience with tools and concepts such as JSON, SQL, logs analysis, and system debugging
• Strong understanding of web technologies and architectures (e.g., databases, MVC, distributed systems concepts)
• Excellent communication skills, with the ability to translate technical details into clear, actionable insights for different audiences
• A proactive mindset with a passion for continuous learning, staying up to date with evolving technologies and industry trends
• Experience collaborating across global teams and influencing stakeholders at different levels of the organization