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

Location: Remote - (Mexico)

How You'll Make an Impact:

As a Sales Manager (Account Executive), you'll play a pivotal role in expanding Cloudbeds' presence. You will be responsible for identifying and acquiring new business opportunities, building strong relationships with prospects, and showcasing how Cloudbeds’ industry-leading SaaS solutions are transforming the hospitality space. This is a hunting role focused on acquiring new clients.

Our Sales Team:
The Sales team is driven by the opportunity to build strong relationships, solve customer challenges, and drive business growth.

People who excel on our team are goal-oriented, adaptable, and effective delivering results and passionate to spread all the innovation behind our product to different types of customers.

What makes us special is our ability to stay connected and motivated, no matter where we are. Through open communication, teamwork, and a shared commitment to success, we support each other and celebrate wins together—because when one of us succeeds, we all do.

What You Bring to the Team:

• Ability to meet and exceed aggressive sales goals.
• Assess market trends and opportunities in your assigned territory to identify and engage new prospects.
• Prepare targeted lead lists and engage in proactive outreach, including a high volume of cold-calling, to drive sales.
• Identify and communicate potential partnership opportunities to our Partnerships team to strengthen Cloudbeds’ market position. 
• Deliver impactful product demonstrations, both virtually and in person, to highlight how Cloudbeds can solve key challenges for hospitality businesses.
• Attend local events and visit properties to connect with potential customers (less than 10% travel required).
• Serve as the face of Cloudbeds in your local market, representing the brand with confidence and expertise

What Sets You Up for Success:

• Experience in selling technology solutions into the hotel or hospitality industry. This is a MUST-HAVE.
• A self-motivated, results-oriented mindset with a passion for business development.
• Excitement for new technology with a strong technical aptitude.
• Proven expertise in outbound sales strategies, especially cold-calling and network building.
• Excellent communication skills, with the ability to inspire and persuade potential clients.
• Demonstrated sales and negotiation skills, with a history of exceeding targets.
• Strong organizational and time-management abilities.
• A willingness to challenge the status quo and think outside the box to drive success.
• Fluent English is a MUST HAVE.

Bonus Skills to Stand Out (Optional):

• Good knowledge of PMS technology
• Multilingual capabilities.
• Experience in the hospitality or lodging operations

#LI-LP1

As an AI Strategic Customer Success Consultant, you will be responsible for supporting the relationships with Podium’s high-value, strategic clients. You will help ensure customer satisfaction, support product adoption, and assist in demonstrating to our clients the value they are getting out of Podium’s interaction platform. You will also aid in retaining and increasing the revenue from your customer portfolio.

What you will be doing: 

• Partnering with an Enterprise Customer Success Manager, you will help business owners identify, design, and implement the process changes that will make Podium a seamless part of their business.
• Manage a book of Strategic Enterprise customers
• Oversee various projects occurring simultaneously across different departments to ensure that your customer portfolio is progressing towards their goals.
• Help clients set performance goals and obsess over their success. You will help analyze performance, troubleshoot client challenges, and design creative solutions to obstacles.
• You will assist in managing the lifecycle of your customer portfolio, which will be a pipeline of high-intensity projects. You will always be looking for new ways to work smarter, increase your effectiveness, and delight our clients.
• Your metrics will be focused on growth and retention.
• Email/direct customer communication expectations are determined by customer need. Both the AM and CSM should be CC’d to support as appropriate.
• Maintaining documentation/SOPs for customer account details with assistance from the AM.
• Assist with reporting the value of Podium products in weekly syncs, monthly check-ins, and quarterly EBRs, as needed.
• Tracking cases, bugs, and ongoing projects. 

What you should have: 

• 3+ years of Customer Success experience, Enterprise experience a plus, but not required
• Working knowledge of AI technologies (e.g., LLMs, Voice AI, automation platforms) with hands-on experience applying them in real-world contexts.
• A growth-oriented approach to AI. You recognize how it will fundamentally reshape your own work and how businesses operate
• Ability to identify and highlight customer ROI and business value.
• Strong ability to think at scale while balancing customer experience outcomes.
• Excellence in achieving net retention goals and contributing significantly to the other team's revenue and engagement metrics.
• Strong skills in being a thought leader for the team and company.
• Proven success in helping clients make better decisions.
• Success in effectively decreasing churn, increasing revenue, and wowing your customers.
• Experience working in professional services, managed services, or a SaaS company.
• Ability to think like an owner. You will need to quickly understand a client's business and see the big picture while building things that last.
• Confidence confronting daily changes and obstacles in order to succeed in this environment of mastering new things.
• Focused on being solution-oriented with creative and efficient options. 
• Come prepared each day to take initiative and have the motivation to complete tasks assigned by the team or discussed with your customer portfolio. 

 What you should know:

• Must be available to work onsite at our Guatemala City office in Zone 10, Monday - Friday

Benefits:

• Bono 14 and Christmas bonus
• 13 paid holidays throughout the year
• The 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.

What You Will Be Doing

• Manage and act as the main point of contact for a high-volume portfolio (100+ Podium Clients).

• Own customer renewals and be directly responsible for retention performance.

• Identify and drive upsell opportunities within your portfolio.

• Proactively monitor customer health, usage trends, and engagement metrics to mitigate churn risk.

• Educate customers on best practices to increase product adoption and ROI.

• Collaborate cross-functionally with Sales, Onboarding, Product, and Marketing to advocate for customers and improve the overall experience.

• Maintain accurate CRM documentation and forecasdct renewal and expansion opportunities.

What You Should Have

• 3–5 years of experience in Customer Success, Accounts Management, Retention, Collection, Sales, or simlar Customer-Facing roles (SaaS preferred).

• Strong commercial mindset with comfort dicusing different commercial terms.

• Great job stability is required.

• Excellent written and spoken English.

• Strong communication skills with the ability to influence and build trust with small business owners.

• Analytical mindset with the ability to interpret usage data and identify risk signals.

• Ability to work onsite in our Guatemala City (Zone 10) office, Monday–Friday.

What Will Make You Stand Out

• Experience in SaaS or technology environments.

• Experience working for client porfolios.

• Familiarity with CRM platforms (Salesforce) and customer success tools.

• Experience working with small business customers.

• High adaptability and comfort in fast-paced, performance-driven environments.

What You Should Know

• Onsite role – Zone 10, Guatemala City (Edificio Inter-americas).

• Monday – Friday, regular business hours.

• This role includes performance expectations.

Benefits

• Competitive salary – Starting at Q10,000 monthly.

• Law Benefit, Health and Life Insurance, free parking. Equipment is provided

• 13 days of paid holidays. 

Role Overview

As a Customer Onboarding Manager, you will own the first 60 days of the customer journey, ensuring a seamless implementation and successful product launch. You are responsible for driving time-to-value, coordinating integrations, leading customer trainings, and setting the foundation for long-term retention.

This is a project-management-driven, customer-facing role that requires strong organization, technical confidence, and the ability to manage multiple concurrent implementations in a fast-paced SaaS environment.

What You Will Be Doing

• Serve as the primary point of contact during the first 30–60 days of the client's lifecycle.

• Lead end-to-end onboarding and implementation for new Podium accounts.

• Coordinate product setup, integrations, and account configurations.

• Drive time-to-value by ensuring customers successfully launch and adopt the platform.

• Conduct tailored onboarding sessions and full-team trainings across customer locations.

• Proactively manage and resolve onboarding-related escalations.

• Maintain detailed documentation and project tracking within CRM systems.

• Partner closely with Sales and Customer Success to ensure smooth handoff after onboarding completion.

What You Should Have

• Fluent English (written and spoken).

• 3–5 years of experience in Customer Onboarding, Implementation, Account Setup, Project Manager or Training/Enablement.

• Proven ability to manage multiple projects simultaneously with clear deadlines.

• Strong client-facing communication skills and executive presence.

• Experience leading virtual trainings or customer workshops.

• High attention to detail and strong organizational skills.

• Analytical mindset with comfort reviewing usage data.

• Must be available to work onsite in Guatemala City (Zone 10), Monday–Friday.

What Will Make You Stand Out

• Experience with Salesforce, Gainsight, or other customer success tools.

• Experience working with SMB customers.

• Experience coordinating integrations or technical implementations.

• Process improvement or operations mindset.

What You Should Know

• Onsite role – Zone 10, Guatemala City.

• Monday–Friday, regular business hours.

• Success in this role is measured by:

  • On-time implementations

  • Product adoption within first 30–60 days

  • Successful handoff to CSM

  • Customer satisfaction during onboarding

Benefits

• Competitive Salary - Starting at Q.9,000

• Law Benefits, Health and Life Insurance

• 13 paid holidays throughout the year,