Technical Support Engineer (AdTech)

TL;DR

Technical Support Engineer (AdTech): Resolving complex technical issues and improving product experience for the Smartly platform with an accent on troubleshooting, API integration, and bug analysis. Focus on bridging the gap between customers and engineering teams to ensure product quality and customer success.

Location: Hybrid in Mexico City (Availability to work Americas hours)

Company

Smartly is an AI-powered advertising technology company transforming ad experiences for brands worldwide.

What you will do

• Provide high-quality technical support for the Smartly platform.
• Troubleshoot complex technical issues, including bugs and performance concerns.
• Collaborate with Product and Engineering teams to resolve customer issues and prioritize bugs.
• Develop expertise in marketing APIs for platforms like Meta, Google, TikTok, Snapchat, and Pinterest.
• Support Alpha/Beta product launches and validate new features.
• Mentor team members and contribute to internal technical documentation.

Requirements

• Experience in technical support within a SaaS environment.
• Proficiency with SQL and JSON.
• Familiarity with REST APIs, HTTP fundamentals, and web application architecture.
• Strong written and spoken English communication skills.
• Availability to work Americas hours.
• Ability to independently replicate, document, and escalate technical issues.

Culture & Benefits

• Hybrid work model with the option to work abroad for up to 30 days annually.
• Comprehensive healthcare packages and mental health services.
• Equity options and performance-based rewards.
• Inclusive global culture with representatives from 60+ nationalities.
• Commitment to work-life balance with paid holidays and family leave.