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Technical Support Engineer

| Greater NYC Area
As a Technical Support Engineer, you are an expert at solving customer problems. You’ll be part of an internal engineering team working with some of the largest and most advanced online performance marketers globally. You’ll be a vital component in ensuring world-class service to our customers.
This role comes with great responsibility and requires a variety of skills: you’ll serve as a vital link, translator and communicator between customers and our equally world-class product development team. Ideally, you love solving new problems and thrive in situations where there are several unknowns. Your heart beats for the customer and serving them with understanding and care. You will have the opportunity to work closely with the Engineering team that develops our web application, Customer teams that serve our clients, and directly with end customers through our 24/5 in-app support chat. Your major responsibility will be making sure that the problems you address will not resurface. As a result, you’ll make the customer’s life easier as well as improve our core product. None of your days will be quite alike – exciting times guaranteed!
We're constantly looking for great talents to this position.
>> Learn more about our company culture and how we work at smartly.io/culturehandbook
>> Browse open positions at smartly.io/careers

As a Technical Support Engineer at Smartly.io, you will

  • Make sure that Smartly is known for the best-in-class service globally.
  • Build technical expertise in Facebook products including Ads API, Pages, Platform and provide consultative guidance to businesses.
  • Build technical expertise in Instagram & Pinterest and maintain a general awareness of other social channels Ads API as Smartly will continue to become multi-channel.
  • Work with the technological challenges of world’s largest online advertisers.
  • Help launch products including supporting Alpha and Beta programs.
  • Handle support escalations.
  • Quickly resolve advertiser issues, including campaign performance and product bugs.
  • Perform tech-heavy investigations and resolve issues.
  • Analyze, reproduce, prioritize, and document platform bugs.
  • Improve documentation and help drive education about our platform.
  • Help foster the product feedback loop through your experiences in support.
  • Act with little direction and work quickly to identify and fix the root causes of problems.
  • Assist and train your teammates in understanding & handling technical issues.
  • Work with the nicest and brightest teammates in a flat organisation.
  • Have a competitive salary + option plans.
  • Recharge yourself with full 5 weeks of mandatory paid annual leave.
  • Enjoy weekly breakfasts and Friday demos with beer

We're definitely looking for you, if you have

  • A genuine interest in online marketing and willingness to push yourself to exceed your goals, and an ability to learn new things quickly.
  • A passion for self-improvement and personal growth.
  • Demonstrable knowledge of JavaScript, databases, HTTP fundamentals, REST APIs, and basic web-application architecture (MVC)
  • 2-3 years of technical background from modern web technologies like React or AngularJS (our tech stack includes Ruby on Rails, Scala, React+Redux+Flow, Angular, PHP, MongoDB, Cassandra and PostgreSQL).
  • 2-3 years technical support experience in a customer facing role.
  • 2+ years experience in ad tech or online marketing industry.
  • Always looking to improve and automate - being “lazy” with manual tasks is good quality.
  • You can build your own tools to help you and rest of the team.
  • Fluent spoken and written English, and a strong communicator
  • Legal right to work in the US.

Who we are 
Smartly.io is a fast-growing team of 330+ Humble Hungry Hunters. We are building a B2B SaaS product to fully automate and optimize online marketing at scale for the largest advertisers. We are a global company with 36 nationalities and footholds in 16 cities, serving 600+ brands, including eBay, Uber and TechStyle. 
We are on a mission to make online advertising easy, efficient, and enjoyable across all major platforms. Easy as in automated, efficient as in constantly driving performance, and enjoyable through the best user experience and service in the market. We do this by combining creative automation, ad operations, and outstanding customer service to help brands scale their results – not headcount.
Great people choose us and stay with us because they like our company culture and how we tackle challenges of huge scale at speed. Learn more about how we work at smartly.io/culturehandbook.
Some things we're proud of:
- 94% of Smartlies recommend the company as a great place to work.
- 4.9/5 stars on Glassdoor.

Read Full Job Description

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • FlowLanguages
    • TypeScriptLanguages
    • PHPLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • RabbitMQDatabases
    • Google AnalyticsAnalytics
    • SketchDesign
    • JIRAManagement
    • HubspotCMS
    • IntercomCRM
    • SalesforceCRM


We're located in the Flatiron District—the neighborhood where business meets pleasure, and a thriving hub for tech startups.

An Insider's view of Smartly.io

What's something quirky about your company?

We truly live and breathe insane transparency at Smartly.io - whether it’s in our monthly founder’s happy hour where anyone can ask our CEO any question or in any internal meeting or clients meeting where feedback is constantly demanded and given.


Head of Digital Disruptors

What projects are you most excited about?

I’m so excited about working to roll out Smartly’s platform for Pinterest. Our partners love how we help them on Facebook and it’s extremely motivating to know that we can provide even more value to them by expanding to Pinterest and beyond!


VP US East

How does the company support your career growth?

Open communication is encouraged at all levels of Smartly.io, it's a big part of the culture. I enjoy the interesting challenges that come from working with customers, and having the autonomy to push your idea's forward and work on things you're interested in or want to add to your skillset.


Service Operations Engineer

How do your team's ideas influence the company's direction?

We foster extreme transparency, which allows our teams the freedom and responsibility to pursue our vision in a self-driven way. Everyone is trusted as an owner, we’re all responsible for thinking and acting in the long-term interest of the company. At Smartly.io, nothing is someone else’s problem — we’re all doers with an entrepreneurial attitude.


CEO & Founder

What projects are you most excited about?

Automating the whole online customer acquisition funnel. We’ve only scratched the surface in solving problems for paid social marketing teams, and we’ve already pinpointed many processes in design and business intelligence which we could automate, like video creation processes, or reporting and attribution across


CTO & Founder

What are Smartly.io Perks + Benefits

Smartly.io Benefits Overview

Brilliant colleagues. Competitive salaries & option plans. Full five weeks of paid vacation. Paid parental leave. Health coverage. Wellness benefit. Reimbursement flexibility. Opportunities to rotate to our offices across the globe. Get your own laptop + smartphone + noice cancelling headphones. Friday demos with beer & weekly breakfasts. Opportunities to attend industry events. Team outings.

Friends outside of work
Eat lunch together
Team based strategic planning
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Life insurance is equal to 1 times an employee's annual salary.
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Promote from within
Continuing Education stipend
Online course subscriptions available
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