Technical Support Engineer

About Adnova

Adnova is a creative workflow and ad operations platform used by 5000+ DTC brands and performance marketing agencies, mostly in the US and UK. Our products, including Creative Analytics, Ad Launcher, Inspo and Creative Hub, plug into ad accounts and help teams find winning ads, launch faster and research competitors. We’re bootstrapped and profitable.

The role

We’re hiring someone to own it end to end. You’ll be the person customers rely on when something breaks, and the person engineering trusts to only escalate what’s actually a bug.

What you’ll do

• Own technical support across Slack Connect channels, Intercom and email, with clear response and resolution times
• Debug issues yourself: check logs, inspect API responses, query the database, reproduce bugs, and find the root cause before escalating
• Troubleshoot Meta integrations: ad account connections, permissions, token expiry, Business Manager setup, and data sync gaps
• Write clean Jira tickets for real bugs, with steps to reproduce, expected vs. actual behaviour, and impact, then follow up until they’re fixed
• Spot recurring issues and push for fixes, so the same ticket doesn’t come up 20 times
• Build and maintain help docs, macros and saved replies
• Help set up support automation and AI-assisted replies
• Run onboarding and troubleshooting calls with customers when needed
• Help customers using our API and MCP server

What we’re looking for

• 2–4 years in technical support, support engineering or QA at a SaaS company
• Comfort with REST APIs, JSON, browser dev tools and reading logs
• Basic SQL or MongoDB querying
• An understanding of how web apps work: auth, OAuth, webhooks, and frontend vs. backend issues
• Clear, calm written English for US/UK customers. You can explain a technical problem to a non-technical marketer
• Ownership. You close the loop and don’t just pass tickets along
• Willingness to work hours that overlap with US/UK customers

Bonus

• Experience with the Meta Ads API, Business Manager, or any ad tech or martech product
• Scripting in Python or JavaScript for quick checks and automations
• Experience with Pylon, Intercom, Jira or similar tools
• Experience writing help-centre documentation

Why join

• Take full ownership of support at a fast-growing, profitable SaaS company
• Work directly with the CTO and founder, with real influence over the product
• A clear path to Support Lead as the team grows
• Competitive salary based on experience