Senior Technical Support Specialist

About the role

You will serve as a primary technical contact for global performance marketers, resolving complex platform issues and acting as a bridge between users and our internal engineering teams. This role focuses on deep troubleshooting and long-term problem resolution to improve our core product while providing high-quality service through our 24/7 in-app chat.

Key facts

What you'll do

• Manage complex technical inquiries regarding performance, integrations, and product bugs.
• Reproduce, document, and prioritize issues to ensure permanent fixes.
• Provide expert guidance on Marketing APIs including Meta, Snapchat, Google, TikTok, and Pinterest.
• Participate in Alpha and Beta testing to validate new features before launch.
• Communicate technical findings to both internal stakeholders and external clients.
• Create and update documentation to improve customer self-service and internal knowledge.
• Mentor team members and contribute to the refinement of support processes.

Requirements

• 4+ years of experience in technical support, preferably within ad tech or SaaS.
• Proficiency with HTTP, REST APIs, and integration debugging.
• Hands-on experience with JSON, SQL, and log analysis.
• Understanding of web architecture, including databases, MVC, and distributed systems.
• Ability to work EMEA hours.
• Proven track record of independently resolving ambiguous technical problems.

Skills & tools

• Marketing APIs (Meta, Snapchat, Google, TikTok, Pinterest)
• HTTP/REST
• JSON
• SQL
• Log analysis
• System debugging

Practical notes

• You must be available to work EMEA business hours.