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Product Support Escalations Engineer
Product Support Escalations EngineerNorwest Venture Partners • Enterprise, OR, US
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Product Support Escalations Engineer

Product Support Escalations Engineer

Norwest Venture Partners • Enterprise, OR, US
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About Singular

Singular empowers marketers to futureproof their growth with next-gen attribution and analytics. We provide a holistic solution that combines mobile attribution with industry-leading cost aggregation, flexible ROI analytics, and automatic loading directly into your BI tools.

Job Description

Singular is the next-gen attribution and marketing analytics platform, giving marketers actionable insights from previously siloed data. By collecting, aggregating and normalizing upper-funnel campaign marketing data from thousands of channels and connecting it to lower-funnel attribution data, marketers can measure ROI from every touchpoint across all their activities and optimize to the most granular level. We have raised $50M from Norwest Venture Partners, General Catalyst, Thomvest Ventures, Method Capital, Translink Capital, DCM and Telstra Ventures. Our business and team are scaling, and we are looking for ambitious, eager, creative and innovative individuals to join us and help us reach the next level.

We have great customers, including leading companies like Lyft, Warner Bros, Airbnb, Yelp, LinkedIn, Microsoft, Zynga and Match. Now is the time to join Singular! We have an amazing product, a strong team and happy customers in a growing market, offering a unique opportunity for an engineer to join our top-notch teams to build new products!

We're seeking a talented and experienced Product Support Engineer, problem solvers who thrive in fast-paced environments, embrace challenges as opportunities, and constantly seek ways to improve processes and product experiences to join our exceptional team! Our tech-savvy, service-oriented support team tackles exciting challenges across multiple technologies, ensuring a seamless experience for our customers.

Responsibilities

  • Act as the primary technical support contact for Singular's customers, partners, and internal teams.
  • Perform complex technical troubleshooting and problem-solving to resolve customer issues.
  • Collaborate with Product, Engineering, and QA teams to refine and enhance the product.
  • Serve as a customer advocate, ensuring feedback is communicated effectively to the product team.
  • Become a subject matter expert in Singular's platform and mobile technologies.
  • Provide expert guidance on SDK integration and Singular deployment.
  • Play a key role in expanding and improving our customer support processes.
  • Leverage your deep expertise and troubleshooting skills to mentor and coach team members.

Requirements

  • Bachelor's degree in a technical field (Advanced degree is a plus).
  • 4+ years of experience in a technical product support role, B2B and SaaS product is preferable.
  • Hands-on experience working with software products in production environments.
  • Experience in Mobile and Web support.
  • Ability to write scripts, regular expressions, SQL queries, and more.
  • Strong knowledge of HTML, HTTP, APIs, and HTTP debugging tools.
  • Experience in mobile advertising analytics and Ad-Tech is a plus.

    • Additional Skills

  • Strong analytical and problem-solving abilities.
  • Expertise in data analysis and manipulation.
  • Excellent customer service and communication skills (verbal & written).
  • Self-starter with the ability to grasp complex concepts quickly.
  • Ability to switch contexts seamlessly between multiple work streams.
  • Deep understanding of product intent and ability to troubleshoot effectively.
  • Natural ability to break down complex issues into actionable insights.
  • Passion for customer advocacy and delivering outstanding support.
  • A team player with strong presentation and collaboration skills.

    • As a proud equal opportunity employer, we're committed to hiring top talent regardless of race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We don't just accept difference - we celebrate you being who you are for the benefit of our employees, our products, and our community.

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    Product Support Engineer • Enterprise, OR, US