Senior Technical Support Engineer — Ad Tech & API Focus

Smartly

Manila

On-site

PHP 420,000 - 620,000

Full time

14 days+

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Job summary

Smartly is seeking a Technical Support Specialist II to be the first line of defense for our products, helping global customers via our 24/7 in-app support. You will collaborate with Engineering and Customer teams to resolve issues and prevent recurrences, improving the core product.

Ideal candidates have 2-3 years in technical support for SaaS, strong English communication, and a curiosity for online marketing.

Qualifications

Fluent spoken and written English, and a strong communicator.
2-3 years of technical support in a customer-facing role, ideally with SaaS tech.
Experience in ad tech or online marketing is highly desirable.
Good to have a basic understanding of JSON and SQL, and familiarity with HTTP, REST APIs, and MVC.
Experience with Intercom or similar support tools is preferred.

Responsibilities

Provide timely and effective support for technical inquiries related to the Smartly platform.
Serve as the first point of contact for customer queries and escalate when needed.
Troubleshoot and resolve customer issues, including performance concerns and product bugs.
Reproduce, analyze, prioritize, and document bugs for escalation.
Contribute to product knowledge and customer education through documentation.
Collaborate with global teams to gather information and resolve issues.
Feed customer insights back to the product team to influence development.