As a Technical Support Specialist, you are the first line of defence in solving customer problems for Smartly.io’s product on emerging platforms (Tiktok, Pinterest, Snapchat, Youtube, Google). 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 serving 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, at Smartly, you will... - Make sure that Smartly.io is known for the best-in-class service globally. - Build technical expertise in non-Meta advertising products including Snapchat, Tiktok, Pinterest, and provide consultative guidance to businesses. - Engage with the technological challenges of the world’s largest online advertisers. - Help launch products including supporting Alpha and Beta programs. - Quickly resolve support and advertiser issues, including campaign performance and product bugs. - Perform tech-heavy investigations. - Analyze, reproduce, prioritize, and document platform bugs. - Improve documentation and help drive education about our platform. - Help cultivate the product feedback loop through your experiences in support. - Act with little direction and work quickly to identify and fix the root causes of problems. - Work with the nicest and brightest teammates in a flat organization We're definitely looking for you, if you have... - Willingness to work late EMEA hours and amenable to working weekend on-call shifts when needed - Confident & independent/self-driven - 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 - A genuine curiosity about online marketing, willingness to push yourself to exceed your goals, and an ability to learn new things quickly. - Experience with JavaScript and SQL with experience conducting troubleshooting by looking at logs. - Knowledge of databases, HTTP fundamentals, REST APIs, and basic web-application architecture (MVC) highly desirable - Knowledge of modern web technologies highly desirable, like React or AngularJS (our tech stack includes Ruby on Rails, Scala, React+Redux+Flow, Angular, PHP, MongoDB, Cassandra and PostgreSQL) - Experience with Intercom or similar preferred - Fluent spoken and written English, and a strong communicator #LI-HYBRID About SmartlySmartly 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.

Role Description Alight is looking for an ETL/Informatica Application Support Engineer with strong analytical skills, excellent troubleshooting abilities, and a proactive approach. The ideal candidate will drive stability and continuous improvement in production environments, working independently in a fast-paced setting while delivering high-quality support within the Applications Support team. The IT Support Engineer is part of a team responsible for 24X7 customer support for Alight’s proprietary Leave of Absence Management software platforms, including: - Troubleshooting and resolving incoming issues upon first contact within the team whenever possible. - Documenting tickets with triage information before escalating to the next tier. - Providing ongoing support until issues are resolved. Responsibilities include: - Monitor, support, and troubleshoot ETL and data integration workflows across production, QA, and development environments to ensure smooth daily operations. - Analyse and resolve incidents, job failures, and performance issues related to Informatica workflows, mappings, and SQL jobs. - Own and maintain ETL components including Informatica mappings, metadata, scripts, schedules, and operational procedures. - Identify opportunities to optimize performance, scalability, and reliability of existing jobs/processes. - Ensure stability of data ingestion pipelines spanning batch, near real-time, and real-time patterns. - Finetune ETL solutions by developing a deep technical understanding of data flows and upstream/downstream dependencies. - Collaborate with DBAs and Data Architects to implement appropriate data partitioning, indexing, and optimization strategies to enhance job performance. - Develop or modify SQL scripts, stored procedures, database triggers, and queries as part of incident resolution, change requests, or performance tuning. - Work closely with cross-functional and offshore teams, ensuring timely resolution of issues, clear communication, and adherence to support SLAs and operational guidelines. - Manage multiple concurrent support tickets, change requests, and enhancement tasks, balancing priorities based on business impact and urgency. - Ensure compliance with published support, development, coding, and testing standards, as well as change management practices. Qualifications - 3-5 years of experience in ETL application support, Informatica PowerCenter/Cloud, and SQL Server in production environments. - Practical experience with SQL Server, including schema understanding, stored procedure development, query tuning, and optimization. - Hands-on experience with job scheduling tools such as ControlM or AutoSys for monitoring and support automation. - Excellent communication skills and ability to work both independently and as part of a distributed global team. - Strong analytical thinkers with the ability to troubleshoot complex data and integration issues effectively. - Flexible, adaptable, and pragmatic, with the ability to remain focused on objectives while handling shifting priorities. Benefits - Programs and plans for a healthy mind, body, wallet, and life. - A variety of health coverage options. - Wellbeing and support programs. - Retirement plans. - Vacation and sick leave. - Maternity, paternity & adoption leave. - Continuing education and training. - A number of voluntary benefit options.

• Act as the subject-matter specialist for systems being implemented; • Plan system implementations at client sites; • Configure system parameters for client rollouts; • Configure and maintain scenarios in demonstration environments; • Prepare guides and keep the knowledge base updated in line with releases; • Develop instructional materials for presentations and technical demonstrations of the systems; • Train end users on the deployed system and provide technical support during implementation; • Conduct or attend system demonstration meetings with stakeholders; • Perform initial analysis of bugs or enhancement requests reported by users and forward tickets to the Support team; • Monitor and manage user request tickets opened during implementation;

• Provide front-line support for customers using Sage Intacct, addressing inquiries via ticketing systems, chat, call, or email • Troubleshoot functional and basic technical issues related to Sage Intacct and integrated solutions • Review and triage support tickets, ensuring proper prioritization and timely resolution • Escalate complex issues to L2/technical teams with clear documentation and context • Assist in queue management, ensuring SLAs and response times are met • Educate customers on product features, best practices, and workflows • Collaborate with internal teams (Product, Engineering, and Implementation) to resolve issues efficiently • Maintain accurate records of customer interactions and resolutions