Technical Support Specialist II

Smartly; Manila; On-site; PHP 420,000 - 620,000; Full time

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.

Skills

English fluency

Strong communicator

Analytical skills

Troubleshooting

SaaS experience

Intercom experience

JSON basics

SQL basics

APIs knowledge

Ad tech familiarity

Job description

As a Technical Support Specialist II, you are the first line of defense 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 Technical Support Specialist II at Smartly, you will…

• Ensure Smartly is recognized globally for best-in-class customer service.
• Provide timely and effective support for all technical inquiries related to the Smartly platform.
• Serve as the first point of contact for all customer queries related to Smartly.
• Work toward developing a working knowledge of Facebook’s Marketing API as part of day‑to‑day support responsibilities.
• Build and maintain a working knowledge of other major Marketing APIs (Snapchat, Google, TikTok, Pinterest) as Smartly continues expanding across channels.
• Engage with the technological challenges of the world’s largest online advertisers.
• Support product launches, including participation in Alpha and Beta programs and ensuring feedback is surfaced to Product teams.
• Swiftly troubleshoot and resolve customer issues, including performance concerns and product bugs.
• Collaborate with colleagues globally at all levels across the organization to gather information and resolve issues effectively.
• Reproduce, analyze, prioritize, and document bugs in the platform.
• Contribute to the improvement of internal and external documentation and promote customer education.
• Actively feed customer insights and pain points back to the product team to help shape product development.
• Thrive in a flat organizational structure, working alongside a team of smart, kind, and driven peers.

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

• Willingness to work late APAC/early EMEA and amenable to working weekend on‑call shifts when needed.
• Confident, independent and self‑driven.
• A genuine curiosity about online marketing, willingness to push yourself to exceed your goals, and an ability to learn new things quickly.
• Passion for technology, very quick to learn new tools and able to independently learn and investigate complex customer queries.
• 2‑3 years technical support experience in a customer‑facing role, preferably with SAAS technology. Experience in ad tech, online marketing industry highly desirable.
• Strong analytical skills with a proven ability to evaluate, troubleshoot, and follow through on customer issues—replicating and documenting them for escalation when necessary.
• Good to have a basic understanding of JSON and SQL, along with some experience reviewing logs to support troubleshooting.
• Familiarity with concepts like databases, HTTP fundamentals, REST APIs, and MVC architecture is a plus.
• Experience with Intercom or similar preferred.
• Fluent spoken and written English, and a strong communicator.

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. Visit Smartly to learn more. The processing of your information is described in our Candidate Privacy Notice.