Web Integrations Support Engineer New

Smartling; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Health insurance

401(k) + company match

Flexible PTO

11 holidays

Parental leave

Apple equipment

Job summary

Smartling is hiring a Web Integrations Support Engineer to join the Professional Services team. You will own customer tickets end to end, troubleshoot integrations, and collaborate with Engineering to resolve issues.

You’ll build tooling, communicate clearly with stakeholders, and safely modify production configurations in a fast-paced, remote-first environment. This role emphasizes methodical problem solving, strong written/spoken communication, and the ability to operate across Pacific and

Qualifications

• Bachelor’s degree in Computer Science, Engineering or related field or equivalent practical experience.
• 2+ years in a customer-facing technical role focused on troubleshooting and solution design.

Responsibilities

• Own customer tickets end to end with clear root-cause explanations and next steps.
• Run troubleshooting sessions with customer engineers and advise on integration best practices.
• Escalate to Engineering with clear reproduction steps for product fixes.
• Build scripts and tooling to speed diagnosis and configuration.
• Collaborate with technical and business stakeholders to understand requirements.
• Make changes to live production configurations with testing, rollback plans, and clear communication.
• Act with precision and urgency when customers are affected and manage changing scope.
• Continue learning about new web technologies and contribute to process improvements.

Skills

Troubleshooting

Customer-facing

Log analysis

Communication

Problem solving

Education

Bachelor's degree in CS/Engineering or related field

Tools

Quickwit

Grafana

Kibana

Splunk

Job description

Smartling is an AI-native translation platform that's redefining how the world's biggest brands go global — ranked #3 on Fast Company's Most Innovative Companies list. We're growing rapidly at scale and are backed by Battery Ventures, a global technology-focused investment firm. While most companies are still figuring out how to use AI, we've spent years building it into the core of our platform — and we're just getting started.

The Web Integrations Support Engineer is part of the Professional Services team at Smartling. The mission of the team is to help customers rapidly integrate Smartling solutions in a way that is sustainable and scalable. You will be responsible for ongoing maintenance of customer integrations based on Smartling’s GDN (web proxy) solution to ensure that the integration continues to meet customer needs as their sites change over time.

We are looking for a professional with a track record of successfully supporting enterprise-grade technical solutions, who can communicate complex concepts and ideas effectively, and who takes a systematic troubleshooting approach when dealing with live customer issues. We are currently considering candidates based in the Pacific and Mountain time zones.

You Will

• Own customer tickets end to end, with clear written root-cause explanations and next steps
• Run troubleshooting sessions and workshops with customer engineering teams, advising them on integration best practices
• Escalate to and collaborate with Engineering with clear reproduction steps when an issue needs a product fix
• Build scripts and tooling, to make diagnosis and configuration faster and safer
• Work with technical and business stakeholders to understand requirements and recommend sustainable solutions
• Make changes to live production configuration with care: testing safely, planning for rollback, and telling customers what changed and why
• Act with precision and urgency when customers are affected, and manage changing scope and ambiguity without losing momentum
• Keep learning about new web technologies and contribute to process and tooling improvements

You Have

• A bachelor's degree in Computer Science, Engineering or a related field, or equivalent practical experience
• 2+ years in a customer-facing technical role such as Support Engineer, Solutions or Technical Consultant, or similar, focused on technical troubleshooting, solution design or implementation
• Experience diagnosing issues from logs and request traces (Quickwit, Grafana, Kibana, Splunk or similar)
• A methodical, hypothesis-driven approach to complex problems
• Excellent written and spoken communication, with the ability to advise and persuade both technical and non-technical audiences
• The ability to drive outcomes despite complexity, ambiguity or shifting priorities

Preferred but not required

• Experience with modern front-end frameworks (React, Next.js, Vue) and client-side rendering
• Familiarity with CMS platforms (e.g., AEM, Sitecore, WordPress, Contentful)
• Hands-on experience with Nginx or similar proxy and web server configuration
• Knowledge of SEO fundamentals (hreflang, canonical tags, sitemaps)
• Experience with translation, localization and internationalization, including awareness of RTL and CJK languages, character encoding and locale formatting, and/or fluency in multiple languages
• Freedom - we are remote-first
• Growth - an opportunity to learn and advance your career
• Wealth - we offer a competitive salary and 401(k) + company match
• Wellness - health insurance; free medical plan for you and your family
• Balance - flexible PTO + 11 holidays; generous parental leave
• Culture - an energetic, value-driven, and fun culture and team spirit
• Bonus - employee referral program and Apple equipment

Smartling is proud to be an equal-opportunity employer. We are committed to building an inclusive global team that represents a variety of backgrounds, perspectives, beliefs, skills, and experiences.

We use the E-Verify platform for work authorization verifications.

The US national total pay range for this role is $90,000 - $110,000. Final offer amounts are determined by multiple factors, including geographic location as well as candidate experience and expertise, and may vary from the amounts listed.

*To work from home, you must have a strong internet connection, a quiet space, and a professional (distraction and clutter-free) background.