Web Integrations Support Engineer

Smartling

4d•$90,000 - $110,000•Remote

About The Position

The Web Integrations Support Engineer is part of Smartling’s Professional Services team, which helps customers integrate Smartling solutions in a sustainable and scalable way. The role focuses on ongoing maintenance of customer integrations using Smartling’s GDN (web proxy) solution, ensuring integrations continue to meet customer needs as their websites change over time. Candidates are being considered from the Pacific and Mountain time zones. The successful candidate will support enterprise-grade technical solutions, communicate complex concepts effectively, and troubleshoot live customer issues systematically. The role involves owning customer tickets, leading troubleshooting sessions, collaborating with Engineering, building diagnostic scripts and tools, advising stakeholders, and carefully making changes to live production configurations. Smartling is remote-first. To work from home, employees must have a strong internet connection, a quiet space, and a professional background free from distractions and clutter.

Requirements

Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent practical experience.
At least 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.
At least 2 years of hands-on experience with HTTP, HTML, CSS (including writing robust selectors), JavaScript, and REST APIs.
Strong skills with browser DevTools and network debugging, and an understanding of how pages are built and rendered in the browser.
Working knowledge of proxies, CDNs, web servers, DNS/TLS, caching, and web security basics such as CSP, CORS, cookies, and WAFs.
Comfort with regular expressions and ability to write scripts in JavaScript, Python, or Bash.
Experience diagnosing issues from logs and request traces using Quickwit, Grafana, Kibana, Splunk, or similar tools.
A methodical, hypothesis-driven approach to complex problems.
Excellent written and spoken communication skills, with the ability to advise and persuade technical and non-technical audiences.
Ability to drive outcomes despite complexity, ambiguity, or shifting priorities.
For remote work, a strong internet connection, a quiet space, and a professional background free from distractions and clutter.

Nice To Haves

Experience with modern front-end frameworks such as React, Next.js, or Vue, and client-side rendering.
Familiarity with CMS platforms such as AEM, Sitecore, WordPress, or Contentful.
Hands-on experience with Nginx or similar proxy and web server configuration.
Knowledge of SEO fundamentals such as hreflang, canonical tags, and 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.
Software development experience.

Responsibilities

Own customer tickets end to end, providing clear written explanations of root causes and next steps.
Run troubleshooting sessions and workshops with customer engineering teams, advising them on integration best practices.
Escalate issues that require product fixes to Engineering and collaborate with clear reproduction steps.
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 configurations carefully, including safe testing, rollback planning, and communicating what changed and why.
Respond with precision and urgency when customers are affected, and manage changing scope and ambiguity while maintaining momentum.
Continue learning about new web technologies and contribute to process and tooling improvements.