🛠 Tech Stack

💼 About This Role

You'll help customers succeed with Smartly's platform by resolving complex technical issues and improving product experience. You'll work closely with Product and Engineering to investigate problems and support new feature rollouts. This role directly impacts customer satisfaction and product quality.

🎯 What You'll Do

• Provide timely, high-quality technical support to customers using the platform
• Troubleshoot and resolve complex technical issues, including bugs and performance concerns
• Act as liaison between customers, Product, and Engineering for clear communication
• Reproduce, analyze, and document bugs for accurate prioritization and escalation
• Manage critical customer escalations with urgency and clear communication

📋 Requirements

• Strong experience in technical support within a customer-facing SaaS environment
• 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

✨ Nice to Have

• Experience with marketing APIs (Meta, Google, TikTok, Snapchat, Pinterest)
• Mentoring experience and contribution to internal documentation

🎁 Benefits & Perks

• 🏖️ Flexible hybrid workplace with option to work abroad up to 30 days annually
• 💰 Equity options and performance-based rewards
• 🏥 Healthcare packages and mental health services
• 🎓 Career development opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Technical interview· 60 min
3. 3Hiring manager interview· 45 min