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

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)

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.

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.