Web Integrations Support Engineer

Job description

Overview 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 o…