Technical Support Engineer

This role focuses on helping customers succeed with Smartly’s platform by resolving complex technical issues and improving overall product experience. You will work closely with Product and Engineering to investigate problems, support new feature rollouts, and ensure customers can rely on Smartly in their day-to-day operations. Your work directly impacts customer satisfaction and product quality.

What You Will Do

• Provide timely, high-quality technical support to customers using the Smartly platform
• Troubleshoot and resolve complex technical issues, including bugs and performance concerns
• Act as a liaison between customers, Product, and Engineering to ensure clear communication and effective resolution
• Reproduce, analyze, and document bugs, ensuring accurate prioritization and escalation
• Manage critical customer escalations with urgency and clear communication
• Develop expertise in marketing APIs (Meta, Google, TikTok, Snapchat, Pinterest) and Smartly’s platform
• Contribute to product improvements by sharing customer feedback and recurring issues
• Support product launches (Alpha/Beta) and help validate new features
• Mentor team members and contribute to internal documentation and knowledge sharing

What We Are Looking For

• Strong experience in technical support within a customer-facing environment, ideally in SaaS
• Proven troubleshooting and problem-solving skills, including root cause analysis
• Hands-on experience with SQL and JSON
• Familiarity with REST APIs, HTTP fundamentals, and web application architecture
• Ability to replicate, document, and escalate technical issues clearly and effectively
• Strong written and spoken communication skills in English
• Comfortable working independently and navigating ambiguous situations
• Availability to work Americas hours

What We Offer You

At Smartly, we offer a place where you can advance your career. Here, you'll find:

An Inclusive Global Culture: Join a team of over 750 Smartlies, representing more than 60 nationalities across 24 locations in 13 countries. We cultivate a culture built on trust, transparency, and open feedback, where diverse perspectives are valued and encouraged.

Global Impact: Contribute to a company making a global impact, directly influencing our customers' success and business growth.

Focus on Wellbeing: We prioritize your health with healthcare packages, mental health services, and a commitment to work-life balance through paid holidays and family leave.

Comprehensive Rewards: Benefit from equity options, performance-based rewards, competitive compensation, and career development opportunities.

Flexible Hybrid Workplace: Experience a hybrid work model, balancing office collaboration with remote work, and the option to work abroad for up to 30 days annually.

Smartly is committed to being a great place for growth-minded individuals to thrive. Explore more in our Culture Handbook!

Apply Now and Build Your Future with Smartly!

Curious what it’s like to work at Smartly? Visit our Careers page to see how we grow, collaborate, and make impact together

#LI-HYBRID

About the Role
We are looking for a hands-on Amazon DSP expert to support the launch and management of our first wave of Amazon DSP clients. You will serve as the execution lead during our Alpha phase, working directly with our Smart Services team to ensure flawless campaign delivery while helping us build the internal processes and documentation needed to scale.

This is a client-facing, highly collaborative role where you'll be both a doer and a teacher.

What You'll Do:

• Own campaign execution across PG (Programmatic Guaranteed) and auction/performance campaigns: including setup, QA, pacing, troubleshooting, and optimization

• Act as the client facing DSP lead for early implementations, supporting communications and strategic guidance on campaign performance

• Build the playbook: develop SOPs, setup checklists, safety controls, workflow documentation, and reporting templates for repeatable use by the internal team

• Train Smart Services through live work and structured knowledge transfer sessions

• Quantify lift: track and document time/effort across campaign types to help establish benchmark models distinguishing PG vs. auction/performance support needs

What We're Looking For:

• 3+ years of hands-on Amazon DSP experience, with demonstrated expertise in both CTV/Programmatic Guaranteed and auction/performance buying

• Proven ability to manage and troubleshoot live campaigns with high spend accountability

• Strong client communication skills and comfortable presenting and advising directly with brand partners

• Experience building SOPs or training teams is a strong plus

• Ability to start immediately and operate with minimal ramp time

Perks & Benefits…

• Five weeks paid time off (PTO), 11 company paid holidays, unlimited sick days
• 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 
• Choice of computer (MAC or PC)
• And so much more… 

The base pay range for this position is as mentioned below per year, plus annual bonus. We take into consideration an individual’s background, expertise, and experience in determining final salary. In addition to annual salary, Smartly’s total rewards provide employees with stock options, medical/dental/vision insurance, retirement savings benefits, parental leave, 5 weeks vacation, unlimited sick days, life insurance and disability benefits. To learn more visit https://www.smartly.io/careers#our-benefits. This information is provided in accordance with applicable law. Base pay information is based on market location.  

As a Paid Media Specialist you will...

• Traffic and QA campaigns in Smartly across Meta, TikTok, Snap, Pinterest, LinkedIn, and Google/YouTube– ensuring builds are compliant, best-practice, and ready for client activation.
• Implement and validate Smartly features (templates, automations/guardrails, feeds/catalogs, reporting) to speed up time-to-value and reduce manual work.
• Analyze performance and provide optimization recommendations (creative, structure, audience/placements, measurement/reporting) while the client owns budget changes and pushing live.
• Support testing roadmaps by setting up tests in Smartly, validating inputs, and summarizing learnings for client adoption.
• Support weekly customer syncs by prepping updates, tracking action items, and executing trafficking/implementation/enablement requests.
• Build enablement assets and help run trainings/office hours (checklists, SOPs, quick guides) to drive client self-sufficiency.
• Partner with Product/Engineering by documenting bugs/blockers, escalating with clear repro steps, and feeding recurring themes into playbooks.

We are looking for you if you...

• Are driven, curious, and eager to learn fast and make an early impact at Smartly.
• Have strong interest in paid social and/or programmatic, with appetite to build fluency across platforms and buying motions.
• Have 1-2 Years of media buying or campaign ops experience with monthly media budget above $150k (internship/coursework/projects/entry-level) with fundamentals in structure, objectives, creative, and measurement.
• Are data-minded and able to turn complex inputs into clear, actionable recommendations.
• Are a strong communicator and team player who can explain buyer concepts simply.
• Have Google/YouTube a big plus (programmatic familiarity also a plus)