Senior Technical Support Engineer

| Greater NYC Area
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Smartly.io’s Support culture is different. Everybody contributes to Support at Smartly.io, and as a Senior Technical Support Engineer, you will be one of its ambassadors. We like to stay close to our product and close to our customers, and we try to smash the silos that the teams are building! That’s what you get when you join a fast-moving and fast growing company.

Smartly.io has high ambitions, and we are looking for great talents to help build our global Tier 3 support function.

Your role in this organization is to serve as the last point of escalation when everything is said and done. You collaborate with Software engineers from the development teams. Build excellent bug reports and help our developers to optimize their efficiency.

This role comes with great responsibility and requires a variety of skills:

  • You’ll serve as a vital liaison and translator between customers and our best-in-class product development team.
  • Ideally, you love solving new problems and thrive in situations where there are several unknowns.
  • We value candidates who are able to be very technical, while still simultaneously advocating for our support culture.

Strong cooperation with our development team is required. You will mainly work with the teams responsible for:

  • Ads for Facebook
  • Metadata download
  • Proprietary feed based campaigns
  • Catalog based ads and catalog management
  • Audiences, targeting, account settings

You will also be expected to build a deep level of understanding of many of the other components of Smartly.io

Responsibilities
  • Ensure that Smartly.io scales and expands globally its best-in-class technical support and distinguished customer service.
  • Build technical expertise in Facebook, Instagram, Pinterest, Snap and other major social networks.
  • Solve technological challenges of the world’s largest online advertisers, helping them to solve issues in an expedient and affable manner.
  • Help to launch products, including supporting alpha and beta features.
  • Resolve advertisers’ issues and identify product bugs using our internal troubleshooting tools.
  • Perform tech-heavy investigations and resolve sophisticated support critical issues.
  • Analyze, reproduce, prioritize, and document platform bugs.
  • Act with little direction and work quickly to identify and fix the root causes of problems.
  • Assist and train your teammates in understanding and handling technical issues.
  • Work in a fast-paced environment while still delivering extraordinary results for the customer.
  • Become known as a leader in solutions by employees across the organization.
We're definitely looking for you, if you
  • Are interested in redefining the online marketing domain, have a willingness to push yourself to exceed your goals, and have an ability to learn new things quickly.
  • Have prior experience in technical/product support or software development in a customer-facing role or, at least, a genuine interest to work closely with customers and tackle their problems.
  • Have a technical background in modern web technologies like React, AngularJS, or Node.js. Our tech stack includes Kubernetes, Ruby on Rails, React+Redux+Flow, Node.js+TypeScript, Python, PHP, PostgreSQL, MongoDB and Cassandra.
  • Are always looking to improve and automate. You can build your own tools to help yourself, along with the rest of the team.
  • Computer Science or Engineering related education, background, or work experience.
  • Fluency in spoken and written English.
  • Fluency in Spanish is greatly appreciated.
  • Fluency in any additional languages is appreciated.

#LI-MD #LI-Hybrid


Meet Smartly.io

Bringing brands and people together smartly. We are building a platform that combines media buying, creative, and data to automate every step of digital advertising.

We manage 2.5B€ in ad spend and serve more than 650 brands worldwide, including eBay, Uber and TechStyle. Our technology liberates marketers from manual work and allows them to focus on what matters. 

As a fast-paced growth company, Smartly.io offers opportunities to maximize your learning and amplify your impact. With colleagues from 62 nationalities, you'll work in a collaborative and inclusive environment built on a culture of trust, transparency, and feedback. Join our global team of over 600 Smartlies in reshaping the future of marketing. Learn more at smartly.io/careers and smartly.io/our-leadership-and-culture.

We are a hybrid workplace where Smartlies have the flexibility to work at the office, from home, or a bit of both. We also offer programs for short-term remote work globally. 

We are currently running fully remote recruitment processes due to the global pandemic. Read more here.

Reasonable accommodation for people with disabilities

Smartly.io is committed to providing reasonable accommodations for qualified individuals with disabilities or special needs in our job application procedures and working environment. If you need assistance or have any questions please contact us at [email protected]

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • RubyLanguages
    • FlowLanguages
    • TypeScriptLanguages
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • RabbitMQDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • HubspotCMS
    • HubSpotCRM
    • IntercomCRM
    • SalesforceCRM

Location

We put Smartlies' health first. We are working from home until the pandemic is in control and it's safe to re-open our office in New York.

An Insider's view of Smartly.io

What are some social events your company does?

We never take fun out of the mix at Smartly.io! Being a global company, we organize inclusive events to engage each member of our expansive community. From a virtual, 24-hour global birthday, to in-person offsites around the world, to a company cookbook with recipes shared from each of our locations, we truly believe in the value of connection.

Mari

Collaboration & Community Manager

What projects are you most excited about?

At Smartly.io we are most excited about continuing to work with our partners to solve challenges and better enable them to enhance their performance on paid social. Many brands we work with have been focusing more and more on creative so it's no surprise that Smartly has as well. I've seen our Creative solutions evolve so much in the last two years

Corinne

VP US East

What are some things you learned at the company?

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.

Malachy

Customer Solutions Engineer

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

We foster 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.

Kristo

CEO & Founder

What makes someone successful on your team?

By encouraging and providing resources for teams to lean
into their strengths, we are able to create an environment of
confidence and knowledge sharing. As we all grow individually,
we grow even more collectively.

Alex

Team Lead, Managed Services

What are Smartly.io Perks + Benefits

Smartly.io Benefits Overview

Smartly.io’s benefits are meant to ensure that employees stay healthy, well, and energized in different life situations. Smartly.io supports employees so that everyone can focus on learning and creating positive impact in their role.

Growth-minded 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 + noise cancelling headphones. Friday demos with beer & weekly breakfasts. Opportunities to attend industry events. Team stipends for remote activities while not in the office.

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Unconscious bias training
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
5 Weeks Per Year
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
One-time Benefit for New Hires
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Time allotted for learning
Online course subscriptions available
Customized development tracks
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