Technical Support Engineer at Smartly · Mexico…

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 About Smartly Smartly is the AI-powered advertising technology company transforming ad experiences for brands and their consumers. Our comprehensive advertising platform seamlessly integrates the capabilities of media, creative, and intelligence to power more than 800 billion impressions and generate more than 300 billion creatives annually, delivering tangible business outcomes for brands and advertisers. Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B in ad spend across the largest media platforms, including Facebook, Google, Instagram, Pinterest, Snap, and TikTok. Our end-to-end technology, unmatched access to media platforms and exceptional customer service help Fortune 500 brands to reach and engage consumers and learn what performs best.Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.