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Technical Support Engineer

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Smartly

1mo ago

  • Job
    Full-time
    Junior, Mid & Senior Level
  • Software Engineering
    IT & Cybersecurity
  • Berlin
  • Quick Apply

AI generated summary

  • You should have prior technical support or software development experience, a Computer Science/Engineering background, be fluent in English, and eager to improve and automate.
  • You will support advertisers by resolving technical issues, analyzing bugs, providing product guidance, assisting in launches, and training teammates while enhancing documentation and fostering feedback.

Requirements

  • Are interested in redefining the online marketing domain, have a willingness to push yourself to exceed your goals, and can 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 in working closely with customers and tackling their problems.
  • Are always looking to improve and automate. You can build your 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 any additional languages is appreciated.
  • Ability to work at the office 3 days per week.

Responsibilities

  • Make sure that Smartly is known for the best-in-class service globally.
  • Build technical expertise in Facebook products including Ads API, Pages, and 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 the 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 organization.
  • Identify gaps in the product and processes and participate in creating ideas to bridge them.

FAQs

What is the role of a Technical Support Engineer at Smartly?

The Technical Support Engineer serves as a vital link between customers and the product development team, ensuring world-class service by solving customer problems, performing technical investigations, and improving the product based on customer feedback.

What skills are required for this position?

Candidates should have experience in technical/product support or software development, strong problem-solving ability, a background in Computer Science or Engineering, fluency in English, and the capacity to work independently.

How often is in-office work required?

Employees in this role are required to work at the office 3 days per week.

Is previous experience in online marketing necessary for this position?

While prior experience in online marketing is beneficial, it is not strictly required; a genuine interest in customer-facing roles and problem-solving is essential.

What kind of training is offered to new employees?

New employees will receive training focused on technical aspects of Facebook products and ads, as well as assistance in building technical expertise in Instagram, Pinterest, and other social media channels.

How does Smartly promote employee wellbeing?

Smartly offers generous healthcare packages, mental health services, and emphasizes work-life balance through paid holidays and family leave.

What is the company culture like at Smartly?

Smartly fosters an inclusive culture built on trust, transparency, and open feedback, with a diverse team representing over 60 nationalities across 24 locations.

Is there an opportunity for career development in this role?

Yes, Smartly offers ample career development opportunities, including performance-based rewards and equity options.

What does the recruitment process entail?

The recruitment process includes introductory calls, a take-home assignment, role interviews focusing on technical knowledge and Facebook advertising, and a discussion with the leadership team.

Are there opportunities to work abroad?

Yes, employees have the option to work abroad for up to 30 days as part of the hybrid work model.

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Smartly

Unlock the power of intelligent media and creative with the leading AI-powered advertising platform.

Marketing & Advertising
Industry
501-1000
Employees
2013
Founded Year

Mission & Purpose

Smartly.io 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. We are the only company managing creative and media for 700+ brands worldwide and $5B 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. Join our global team to transform ad experiences for brands and their consumers.