AI Ops Technical Leader

As a Technical Support Specialist II, you are the first line of defence in solving customer problems for Smartly products. 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 serves 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 II, AT SMARTLY, YOU WILL... * Ensure Smartly is recognized globally for best-in-class customer service. * Provide timely and effective support for all technical inquiries related to the Smartly platform. * Serve as the first point of contact for all customer queries related to Smartly. * Work toward developing a working knowledge of Facebook’s Marketing API as part of day-to-day support responsibilities * Build and maintain a working knowledge of other major Marketing APIs (Snapchat, Google, TikTok, Pinterest) as Smartly continues expanding across channels. * Engage with the technological challenges of the world’s largest online advertisers. * Support product launches, including participation in Alpha and Beta programs  and ensuring feedback is surfaced to Product teams * Swiftly troubleshoot and resolve customer issues, including performance concerns and product bugs * Collaborate with colleagues globally at all levels across the organization to gather information and resolve issues effectively. * Reproduce, analyze, prioritize, and document bugs in the platform. * Contribute to the improvement of internal and external documentation and promote customer education. * Actively feed customer insights and pain points back to the product team to help shape product development. * Thrive in a flat organizational structure, working alongside a team of smart, kind, and driven peer WE'RE DEFINITELY LOOKING FOR YOU, IF YOU HAVE... * Willingness to work late APAC/early EMEA and amenable to working weekend on-call shifts when needed * Confident, independent and self-driven * A genuine curiosity about online marketing, willingness to push yourself to exceed your goals, and an ability to learn new things quickly. * 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 * Strong analytical skills with a proven ability to evaluate, troubleshoot, and follow through on customer issues—replicating and documenting them for escalation when necessary. * Good to have a basic understanding of JSON and SQL, along with some experience reviewing logs to support troubleshooting. * Familiarity with concepts like databases, HTTP fundamentals, REST APIs, and MVC architecture is a plus * Experience with Intercom or similar preferred * Fluent spoken and written English, and a strong communicator ABOUT SMARTLY Smartly 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.

About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve. Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile. Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters. And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level. We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic. Your role As a core technical leader within our Agentic AI initiatives, you will shape the vision, architecture, and execution of Dialpad’s next-generation AI platform, moving the industry beyond passive copilots into autonomous workflow execution. Working closely with Product, Applied Research, Design, and executive leadership, you will build production-grade systems where AI agents reason, act, coordinate, and safely execute workflows. You will help pioneer an advanced multi-agent orchestration framework capable of real-time conversational reasoning and tool execution over massive enterprise datasets while fostering an AI-native engineering culture. This position reports directly to our Senior Director of Engineering and has the opportunity to be based in our San Francisco office.  What you’ll do * Drive Technical Strategy: Own the architectural roadmap and delivery of Dialpad’s Agentic infrastructure, core orchestration layers, memory architectures, and evaluation/observability systems. * Build & Scale: Design and deploy scalable, multi-modal AI agents capable of autonomous support, real-time voice reasoning, and secure API tool execution across complex enterprise workflows. * Mentor & Influence: Act as a technical anchor for the organization, raising the engineering bar, mentoring senior peers, and defining technical standards for an AI-native SDLC. * Partner Cross-Functionally: Collaborate with leadership across Product, Engineering, and Applied Research to align technical execution with Dialpad’s long-term business strategy. * Push the Frontier: Research and implement emerging agent frameworks, LLM inference optimization, advanced retrieval systems, and cutting-edge safety/policy guardrails to keep Dialpad at the absolute forefront of the "era of the agent." Skills you’ll bring * Experience: 10+ years of relevant software engineering experience, with a proven track record of technical leadership (as a Staff, Senior Staff, or Principal Engineer) shipping complex, large-scale systems. * Systems Background: Strong foundations in scaling distributed systems and production-grade infrastructure before evolving into applied AI, LLM platforms, and agentic architectures. * Leadership: Ability to lead and grow a small group of engineers.  * LLM Platforms: Inference optimization and fine-tuning strategies. * Data & Retrieval: Advanced retrieval systems and memory architectures. * Agent Frameworks: Hands-on experience with frameworks like LangChain/LangGraph, CrewAI, or AWS/Google Agent ecosystems. * AI Ops: Evaluation, observability, and safety frameworks for production AI systems. * Real-Time Infrastructure: Streaming infrastructure and voice/conversational AI. * Tool Integration: Tool use, API execution frameworks, and human-in-the-loop validation systems. * Operational Excellence: Experience setting clear technical goals, identifying architectural risks, and systematically clearing tech-debt gaps. * The 0→1 Archetype: Ability to thrive in ambiguity, build cutting-edge AI products from the ground up, and scale them into robust, self-sustaining enterprise systems. For exceptional talent based in California, the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in US role postings reflect the base salary only, and do not include bonus, equity, or benefits. California Salary Range $176,000—$209,000 USD Why Join Dialpad * Work at the center of the AI transformation in business communications * Build and ship agentic AI products that are redefining how companies operate * Join a team where AI amplifies every employee’s impact * Competitive salary, comprehensive benefits, and real opportunities for growth We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work [https://www.greatplacetowork.com/certified-company/7007999#:~:text=91%25%20of%20employees%20at%20Dialpad,a%20typical%20U.S.-based%20company.&text=Source:%20Great%20Place%20To%20Work%C2%AE%202021%20Global%20Employee%20Engagement%20Study.&text=When%20you%20join%20the%20company,%20you%20are%20made%20to%20feel%20welcome.&text=People%20here%20are%20given%20a%20lot%20of%20responsibility], ensures that every employee feels valued and empowered to contribute to our collective success. Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply.   Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.