Senior Technical Support Specialist

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

As a Senior Technical Support Specialist, you are the first line of defence in solving customer problems for Smartly products. You'll become a part of an internal Support Operations team, working with some of the largest and most sophisticated online performance marketers globally. In addition, you’ll be a vital component in ensuring outstanding service to our customers.

This role comes with great responsibility and requires a variety of skills: you’ll serve as a crucial link, translator and communicator between customers and our equally extraordinary product development team. Ideally, you love solving new problems and thrive in situations where there are several unknowns. Your heart beats for the customer and serves them with understanding and care. You will have the opportunity to work closely with the Engineering team that develops our web application, Customer teams that serve our clients, and directly with end customers through our 24/7 in-app support chat. Your major responsibility will be making sure that the problems you address will not resurface. As a result, you’ll make the customer’s life easier as well as improve our core product. None of your days will be quite alike – exciting times guaranteed!

As a Senior Technical Support Specialist, at Smartly, you will...

• Drive Smartly’s reputation for best-in-class customer service by consistently delivering high-quality, impactful support experiences.
• Act as a trusted technical advisor and primary point of contact for complex customer inquiries related to the Smartly platform.
• Lead the resolution of advanced technical issues, including performance concerns, integrations, and product defects, ensuring timely and sustainable outcomes.
• Develop and maintain deep expertise in Marketing APIs (Meta, Snapchat, Google, TikTok, Pinterest), applying this knowledge to solve sophisticated customer challenges.
• Proactively engage with the technical ecosystems of large-scale advertisers, identifying patterns, risks, and optimization opportunities.
• Play a key role in product launches by participating in Alpha and Beta programs, validating features, and ensuring actionable feedback reaches Product and Engineering teams.
• Take ownership of complex troubleshooting by reproducing, analyzing, prioritizing, and clearly documenting issues, driving them through to resolution.
• Collaborate cross-functionally with Product, Engineering, and Customer teams globally, often acting as the bridge between technical and non-technical stakeholders.
• Identify recurring issues and advocate for long-term solutions, contributing to product improvements and reducing support volume over time.
• Mentor and support peers by sharing knowledge, improving processes, and contributing to internal best practices and documentation.
• Elevate customer education by enhancing both internal and external documentation, enabling more scalable support.

We're definitely looking for you, if you have...

• Strong ownership and accountability, with the ability to operate independently and drive complex issues to resolution.
• A proven track record of solving ambiguous, high-impact technical problems in a customer-facing SaaS environment.
• 4+ years of technical support experience (or equivalent), ideally within ad tech or online marketing ecosystems.
• Advanced troubleshooting and analytical skills, with the ability to break down complex systems, identify root causes, and communicate findings clearly.
• Solid working knowledge of APIs, including hands‑on experience with HTTP, REST, and debugging integrations.
• Practical experience with tools and concepts such as JSON, SQL, logs analysis, and system debugging.
• Strong understanding of web technologies and architectures (e.g., databases, MVC, distributed systems concepts).
• Excellent communication skills, with the ability to translate technical details into clear, actionable insights for different audiences.
• A proactive mindset with a passion for continuous learning, staying up to date with evolving technologies and industry trends.
• Experience collaborating across global teams and influencing stakeholders at different levels of the organization.
• Willingness to work EMEA hours.

About Smartly

Smartly 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.

Smartly is the only company in the industry recognized as a Leader in The Forrester Wave: Creative Advertising Technologies with PwC validating the results it delivers for brands. We manage creative and media for 700+ brands worldwide and $6B 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. Smartly is a multinational and diverse team of 750+ Smartlies from 60+ nationalities, working in 13 countries. Together, we want to create and maintain an inclusive environment where everyone feels respected and heard. Our Diversity, Equity & Inclusion approach is at the heart of it.

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