Senior Technical Support Engineer — Ad Tech & API Expert

Clutch Canada; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Smartly is seeking a Senior Technical Support Specialist to join our global Support Operations team. You will be the first line of defense in solving customer problems for Smartly products, translating between customers and our Product Development team, and ensuring problems do not resurface.

You will work closely with Engineering, Customer teams, and end customers through our 24/7 in-app chat to deliver scalable, high-quality support.

Qualifications

• 4+ years of technical support experience in a SaaS environment.
• Strong APIs knowledge with HTTP and REST debugging.
• Experience with JSON, SQL, logs analysis, and system debugging.

Responsibilities

• Drive best-in-class customer service with high-quality support experiences.
• Act as trusted technical advisor for complex customer inquiries.
• Lead resolution of advanced technical issues, including performance concerns and defects.
• Develop expertise in Marketing APIs and apply to customer challenges.
• Engage with advertiser tech ecosystems to identify patterns and risks.
• Participate in Alpha and Beta programs to validate features and provide feedback.
• Own complex troubleshooting, reproduce, analyze, and document issues to resolution.
• Collaborate cross-functionally with Product, Engineering, and Customer teams globally.
• Identify recurring issues and advocate long-term solutions to reduce support volume.
• Mentor peers and contribute to internal best practices and docs.
• Elevate customer education through better internal and external docs.

Skills

Ownership & accountability

Customer-facing SaaS experience

Excellent communication

Ambitious problem solving

Continuous learning

Tools

JSON

SQL

HTTP/REST debugging

Logs analysis

Job description

Smartly is seeking a Senior Technical Support Specialist to join our global Support Operations team. You will be the first line of defense in solving customer problems for Smartly products, translating between customers and our Product Development team, and ensuring problems do not resurface.

You will work closely with Engineering, Customer teams, and end customers through our 24/7 in-app chat to deliver scalable, high-quality support.