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

WHY YOU WANT THIS ROLE:

Ready to level up your media buying career with a world-class US company—all from the comfort of your home?

This is your chance to grow into a Media Buying expert, managing large-scale budgets and driving real results for top advertisers. No prior native experience? No problem. We’ll guide you with mentorship, data-driven strategies, and hands-on training across platforms like Taboola and Outbrain.

At Launch Potato, you'll collaborate with a diverse, high-performing team across the Americas, gaining global experience in one of the most exciting spaces in digital media: Finance and Money Management.

If you’re looking for a role where you’re trusted, supported, and set up to thrive, this is it.

MUST HAVE:

• Hands-on experience running social or native ad campaigns across platforms like Meta, TikTok, Pinterest, Taboola, Outbrain
• Proven ability to monitor and optimize campaign performance using data
• Strong attention to detail with a focus on executional excellence and task management
• Ability to collaborate across functions and communicate clearly in a remote work environment
• Display an attitude of positivity and willingness to embrace change, not getting discouraged when business or cross-functional needs change
• Passion for performance marketing and a desire to grow within the Make Money/Manage Money vertical of our largest brand, FinanceBuzz

***This role will require occasional campaign monitoring after hours or on weekends, as needed.

EXPERIENCE: 3+ years of media buying experience, with a focus on performance-driven results across social and native ad campaigns

YOUR ROLE 

Support the success and growth of our Make Money/Manage Money native and social media campaigns by executing campaign builds, monitoring performance, and assisting in optimizations that help scale winning strategies.

OUTCOMES

• Execute and manage social and native ad campaigns across platforms such Meta and Taboola
• Monitor daily performance metrics and implement optimizations to creative, bids, and placements
• Partner with senior media buyers to launch new campaigns and expand existing ones while supporting strategic growth
• Facilitate creative testing by assisting with copy iteration, image/video swaps, and tracking results
• Conduct competitor research and performance audits to surface new testing opportunities
• Collaborate with the Content and Paid Media teams to ensure seamless campaign setup and timely asset delivery
• Maintain campaign documentation and update performance trackers regularly to support team throughput

COMPETENCIES

• Execution-Oriented: Manages deliverables independently and consistently follows through on tasks that enable campaign momentum and growth.
• Detail-Driven: Demonstrates accuracy in reporting, campaign QA, and implementation of optimizations.
• Organized and Fast-Learning: You prioritize competing tasks effectively and quickly pick up on new trends or approaches to optimize your campaigns.
• Analytical Thinker: Understand key ad metrics and translate data into actionable strategies that improve funnel performance.
• Collaborative: Works effectively across team lines with buyers, content creators, and analysts to move campaigns forward.
• Curious & Analytical: Asks the right questions, seeks to understand performance drivers, and uses data to guide recommendations.
• Proactive Communicator: Provides regular updates, flags issues early, and clearly communicates changes or learnings to stakeholders.
• Coachability: Open to feedback, quickly applies learnings, and demonstrates a strong desire to grow into a more strategic buyer.

TOTAL COMPENSATION

Base salary is set according to market rates for the nearest major metro and varies based on Launch Potato’s Levels Framework. Your compensation package includes a base salary, profit-sharing bonus, and competitive benefits. Launch Potato is a performance-driven company, which means once you are hired, future increases will be based on company and personal performance, not annual cost of living adjustments.

WHY YOU WANT THIS ROLE:

Ready to level up your media buying career with a world-class US company—all from the comfort of your home?

This is your chance to grow into a Media Buying expert, managing large-scale budgets and driving real results for top advertisers. No prior native experience? No problem. We’ll guide you with mentorship, data-driven strategies, and hands-on training across platforms like Taboola and Outbrain.

At Launch Potato, you'll collaborate with a diverse, high-performing team across the Americas, gaining global experience in one of the most exciting spaces in digital media: Finance and Money Management.

If you’re looking for a role where you’re trusted, supported, and set up to thrive, this is it.

MUST HAVE:

• Hands-on experience running social or native ad campaigns across platforms like Meta, TikTok, Pinterest, Taboola, Outbrain
• Proven ability to monitor and optimize campaign performance using data
• Strong attention to detail with a focus on executional excellence and task management
• Ability to collaborate across functions and communicate clearly in a remote work environment
• Display an attitude of positivity and willingness to embrace change, not getting discouraged when business or cross-functional needs change
• Passion for performance marketing and a desire to grow within the Make Money/Manage Money vertical of our largest brand, FinanceBuzz

***This role will require occasion campaign monitoring after hours or on weekends, as needed.

EXPERIENCE: 3+ years of media buying experience, with a focus on performance-driven results across social and native ad campaigns

YOUR ROLE 

Support the success and growth of our Make Money/Manage Money native and social media campaigns by executing campaign builds, monitoring performance, and assisting in optimizations that help scale winning strategies.

OUTCOMES

• Execute and manage social and native ad campaigns across platforms such Meta and Taboola
• Monitor daily performance metrics and implement optimizations to creative, bids, and placements
• Partner with senior media buyers to launch new campaigns and expand existing ones while supporting strategic growth
• Facilitate creative testing by assisting with copy iteration, image/video swaps, and tracking results
• Conduct competitor research and performance audits to surface new testing opportunities
• Collaborate with the Content and Paid Media teams to ensure seamless campaign setup and timely asset delivery
• Maintain campaign documentation and update performance trackers regularly to support team throughput

COMPETENCIES

• Execution-Oriented: Manages deliverables independently and consistently follows through on tasks that enable campaign momentum and growth.
• Detail-Driven: Demonstrates accuracy in reporting, campaign QA, and implementation of optimizations.
• Organized and Fast-Learning: You prioritize competing tasks effectively and quickly pick up on new trends or approaches to optimize your campaigns.
• Analytical Thinker: Understand key ad metrics and translate data into actionable strategies that improve funnel performance.
• Collaborative: Works effectively across team lines with buyers, content creators, and analysts to move campaigns forward.
• Curious & Analytical: Asks the right questions, seeks to understand performance drivers, and uses data to guide recommendations.
• Proactive Communicator: Provides regular updates, flags issues early, and clearly communicates changes or learnings to stakeholders.
• Coachability: Open to feedback, quickly applies learnings, and demonstrates a strong desire to grow into a more strategic buyer.

TOTAL COMPENSATION

Base salary is set according to market rates for the nearest major metro and varies based on Launch Potato’s Levels Framework. Your compensation package includes a base salary, profit-sharing bonus, and competitive benefits. Launch Potato is a performance-driven company, which means once you are hired, future increases will be based on company and personal performance, not annual cost of living adjustments.

WHY YOU WANT THIS ROLE:

Ready to level up your media buying career with a world-class US company—all from the comfort of your home?

This is your chance to grow into a Media Buying expert, managing large-scale budgets and driving real results for top advertisers. No prior native experience? No problem. We’ll guide you with mentorship, data-driven strategies, and hands-on training across platforms like Taboola and Outbrain.

At Launch Potato, you'll collaborate with a diverse, high-performing team across the Americas, gaining global experience in one of the most exciting spaces in digital media: Finance and Money Management.

If you’re looking for a role where you’re trusted, supported, and set up to thrive, this is it.

MUST HAVE:

• Hands-on experience running social or native ad campaigns across platforms like Meta, TikTok, Pinterest, Taboola, Outbrain
• Proven ability to monitor and optimize campaign performance using data
• Strong attention to detail with a focus on executional excellence and task management
• Ability to collaborate across functions and communicate clearly in a remote work environment
• Display an attitude of positivity and willingness to embrace change, not getting discouraged when business or cross-functional needs change
• Passion for performance marketing and a desire to grow within the Make Money/Manage Money vertical of our largest brand, FinanceBuzz

***This role will require occasion campaign monitoring after hours or on weekends, as needed.

EXPERIENCE: 3+ years of media buying experience, with a focus on performance-driven results across social and native ad campaigns

YOUR ROLE 

Support the success and growth of our Make Money/Manage Money native and social media campaigns by executing campaign builds, monitoring performance, and assisting in optimizations that help scale winning strategies.

OUTCOMES

• Execute and manage social and native ad campaigns across platforms such Meta and Taboola
• Monitor daily performance metrics and implement optimizations to creative, bids, and placements
• Partner with senior media buyers to launch new campaigns and expand existing ones while supporting strategic growth
• Facilitate creative testing by assisting with copy iteration, image/video swaps, and tracking results
• Conduct competitor research and performance audits to surface new testing opportunities
• Collaborate with the Content and Paid Media teams to ensure seamless campaign setup and timely asset delivery
• Maintain campaign documentation and update performance trackers regularly to support team throughput

COMPETENCIES

• Execution-Oriented: Manages deliverables independently and consistently follows through on tasks that enable campaign momentum and growth.
• Detail-Driven: Demonstrates accuracy in reporting, campaign QA, and implementation of optimizations.
• Organized and Fast-Learning: You prioritize competing tasks effectively and quickly pick up on new trends or approaches to optimize your campaigns.
• Analytical Thinker: Understand key ad metrics and translate data into actionable strategies that improve funnel performance.
• Collaborative: Works effectively across team lines with buyers, content creators, and analysts to move campaigns forward.
• Curious & Analytical: Asks the right questions, seeks to understand performance drivers, and uses data to guide recommendations.
• Proactive Communicator: Provides regular updates, flags issues early, and clearly communicates changes or learnings to stakeholders.
• Coachability: Open to feedback, quickly applies learnings, and demonstrates a strong desire to grow into a more strategic buyer.

TOTAL COMPENSATION

Base salary is set according to market rates for the nearest major metro and varies based on Launch Potato’s Levels Framework. Your compensation package includes a base salary, profit-sharing bonus, and competitive benefits. Launch Potato is a performance-driven company, which means once you are hired, future increases will be based on company and personal performance, not annual cost of living adjustments.

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.  

Our Customer Support efforts are essential to our customers' experience, helping to answer questions,  troubleshoot customer inquiries, and working creatively to keep customers working on what matters most: growing their business! 

People who thrive in this role are curious and creative; they’re driven by empowering others to be successful. They’re energized by the opportunity to be challenged and enjoy growing and stretching their skills every day. The customer is at the center of everything we do.

What you will be doing:

• You will work with Podium customers to answer how-to questions and troubleshoot the Podium platform. When customers have questions, you have answers!
• You will deliver a “human-first” experience and resolutions for customers through voice and written interactions across chat, email, phone, and Podium tools in a timely and accurate manner.
• You will become an expert in Podium products, both at a technical and customer use-case level.
• You will not stop at a simple resolution, but will look for opportunities to help customers maximize their value from Podium, looking for new ways to work smarter and delight customers!
• You will work with Podium to increase organizational efficiencies, share feedback,  and  help others work smarter while driving customer value higher.
• You will collaborate with certain Podium departments (Sales, Onboarding, Account Management, Retention, etc.) to increase customer engagement and contribute to retaining customers long term! 

General terms of contract fulfillment:

• Ticket Resolution + Case Volume
• Customer Satisfaction + Quality of Customer Interactions

What experience you should have:

• MUST SPEAK ENGLISH FLUENTLY
• Must be geographically based in Guatemala City, Guatemala
  
• 2-3 years of providing Software-as-a-Service (SaaS) customer support to businesses with examples where you’ve influenced customers for the better
• Demonstrated background of providing support for multiple online software or SaaS products and/or IT experience
• Experience building best practices geared towards support quality and efficiencies, potentially from having served as a Subject Matter Expert (SME) or in other roles
• The ability to balance working independently and through ambiguity while contributing to improving customer satisfaction
• Multiple examples of prioritizing for highest impact/value work amongst competing priorities or demands
• You are familiar with basic web technologies (ex: HTML, CSS, JSON, and JavaScript)
• You are familiar with navigating and working with multiple support systems such as or similar to the following (ex: Salesforce, Twilio, ServiceNow, Zendesk, Freshdesk, Service Cloud, LiveAgent, Intercom etc)

What you should know:

• Compensation: Q10,625 monthly (Please note that this compensation package is fixed and not subject to negotiation)
• Must be available to work onsite at our Guatemala City office in Zone 10, Monday - Friday within U.S. business hours

Benefits

• Bono 14 and Christmas bonus
• 13 paid holidays throughout the year
• Office is located in Zone 10, Edificio Interamericas

Podium is an equal opportunity employer. Podium provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, national origin, sexual orientation, gender identity or expression, age, disability, genetic information, marital status or veteran status.