Technical Support Engineer at

| Greater NYC Area
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WARNING: This Is Not Your Typical Tech Support Job!’s Support culture is different. Everybody does Support at, and as a Technical Support Engineer, you will be one of its cardinal ambassadors.
Do you have a knack for solving complex problems? You will be part of an engineering team working to build the most advanced product support on the planet. 
Questions we ask ourselves on a daily basis: 
- How do we empower 400 employees and put them in the best conditions to support some of the largest and most advanced online performance marketers globally?
- How can we best share our technical knowledge with our peers, so that their troubleshooting skills can begin to approach our own?
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 world-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.
Some projects we are working on:
- How to shorten the loop between reported bugs and our engineering team and make them easier to reproduce?
- How to leverage the product feedback of our enterprise customers, better close the loop between them and our engineering team, and further enable faster development and iteration? 
- What should we build to make it easier for everyone interacting with our tool to provide feedback?
- What is the best way to create a safe learning-by-doing environment for technical problems?

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

  • Ensure that is renowned globally for its best-in-class technical support and distinguished customer service
  • Build technical expertise in Facebook, Instagram, Pinterest, and other major social networks
  • Work with the technological challenges of the world’s largest online advertisers, helping them to troubleshoot 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 complex support escalations
  • 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 and handling technical issues
  • Work in a fast-paced environment while still delivering world class 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 working in a fast-paced, 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 solve their problems
  • Have a technical background in modern web technologies like React, AngularJS, or Node.js. Our tech stack includes Kubernetes, Ruby on Rails, Scala, React+Redux+Flow, Node.js+TypeScript, Python, PHP, PostgreSQL, MongoDB and Cassandra
  • Are always looking to improve and automate - being “lazy” with manual tasks is a good quality. 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 spoken and written Spanish is desired but not required.

Recruiting process hires people that are extremely quick to learn new things, because online marketing and Facebook, as a platform, evolve constantly and almost exponentially. Our recruiting steps are designed to give you a realistic glimpse of the job but also to test your ability and willingness to learn quickly and apply the fast-changing concepts of online advertising to maximize positive impact for your customers.
The recruiting process is an opportunity for both of us to see if we're made for each other.
STEP 1 - Introductory calls with our talent team and your potential team lead.
STEP 2 - Assignment where you’ll solve a tech puzzle to showcase your technical problem solving skills.
STEP 3 - Role interview and discussion on Facebook advertising concepts, your technical knowledge and passions with the team.
STEP 4 - Product demo simulation where you need to convince us to start a trial with the tool.
STEP 5 - Discussion with our leadership team.
Who we are
Powering beautifully effective ads - automates every step of social advertising to unlock greater performance and creativity.
We are a team of over 400 Smartlies, building a platform that automates creative production and ad buying at scale. We are #1 in social advertising, managing 2.5 billion euros in ad spend and serving more than 650 brands worldwide, including eBay, Uber and TechStyle. Our team has footholds in 17 cities around the world and represents 54 different nationalities.
We are growing fast and hiring for many interesting positions globally. Learn more at and
– – – 
Reasonable accommodation for people with disabilities 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
    • 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 just moved to a brand new space that will house up to 75 Smartlies fully customized and built out.

An Insider's view of

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 highly motivating to know that we can provide even more value to them by expanding to Pinterest and beyond!



How does the company support your career growth?

Open communication is encouraged at all levels of, 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-NY

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, nothing is someone else’s problem — we’re all doers with an entrepreneurial attitude.


CEO & Founder-HEL

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-HEL

What are Perks + Benefits Benefits Overview

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 outings.

Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Open office floor plan
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
Retirement & Stock Options Benefits
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Pet Friendly
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Promote from within
Online course subscriptions available
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