Technical Support Engineer This role focuses on helping customers succeed with Smartly's platform by resolving complex technical issues and improving overall product experience. You will work closely with Product and Engineering to investigate problems, support new feature rollouts, and ensure customers can rely on Smartly in their day-to-day operations. Your work directly impacts customer satisfaction and product quality.
What You Will Do
Provide timely, high-quality technical support to customers using the Smartly platform
Troubleshoot and resolve complex technical issues, including bugs and performance concerns
Act as a liaison between customers, Product, and Engineering to ensure clear communication and effective resolution
Reproduce, analyze, and document bugs, ensuring accurate prioritization and escalation
Manage critical customer escalations with urgency and clear communication
Develop expertise in marketing APIs (Meta, Google, TikTok, Snapchat, Pinterest) and Smartly's platform
Contribute to product improvements by sharing customer feedback and recurring issues




Support product launches (Alpha/Beta) and help validate new features
Mentor team members and contribute to internal documentation and knowledge sharing
What We Are Looking For
Strong experience in technical support within a customer-facing environment, ideally in SaaS
Proven troubleshooting and problem-solving skills, including root cause analysis
Hands-on experience with SQL and JSON
Familiarity with REST APIs, fundamentals, and web application architecture
Ability to replicate, document, and escalate technical issues clearly and effectively
Strong written and spoken communication skills in English
Comfortable working independently and navigating ambiguous situations
Availability to work Americas hours
What We Offer You At Smartly, we offer a place where you can advance your career. Here, you'll find:
An Inclusive Integral Culture: Join a team of over 750 Smartlies, representing more than 60 nationali

📌 Technical Support Engineer (Veracruz)
🏢 Smartly
📍 Veracruz