Product Support Escalations Engineer

Product Support Escalations Engineer

Join Singular as a Product Support Escalations Engineer. In this role, you will be the primary technical support contact for our customers, partners, and internal teams. You will tackle complex issues and help improve our products and processes.

About the Role

At Singular, we provide a marketing analytics platform that helps marketers gain insights from their data. We are growing quickly and looking for someone who enjoys problem-solving in a fast-paced environment. You will be part of a dedicated support team that ensures our customers have a seamless experience.

What You'll Do

• Act as the primary technical support contact for Singular's customers, partners, and internal teams.
• Perform complex technical troubleshooting to resolve customer issues.
• Collaborate with Product, Engineering, and QA teams to enhance our product.
• Serve as a customer advocate and communicate feedback to the product team.
• Become a subject matter expert in Singular’s platform and mobile technologies.
• Provide guidance on SDK integration and Singular deployment.
• Help expand and improve our customer support processes.
• Mentor and coach team members using your expertise and troubleshooting skills.

What We're Looking For

• Bachelor’s degree in a technical field (Advanced degree is a plus).
• 4+ years of experience in a technical product support role, preferably in B2B and SaaS.
• Hands-on experience 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 debugging tools.
• Experience in mobile advertising analytics and Ad-Tech is a plus.

Nice to Have

• Strong analytical and problem-solving abilities.
• Expertise in data analysis and manipulation.
• Excellent customer service and communication skills (verbal & written).
• Ability to grasp complex concepts quickly.
• Ability to switch context seamlessly between multiple work streams.
• Understanding of product intent and effective troubleshooting.
• Natural ability to break down complex issues into actionable insights.
• A team player with strong presentation and collaboration skills.

What We Offer

• Competitive salary.
• Comprehensive benefits package.
• Supportive and inclusive work environment.

Singular is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants from all backgrounds and walks of life.