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Technical Support Engineer

Apsalar

Apsalar

IT, Customer Service
Washington, DC, USA · Remote
Posted on Tuesday, July 4, 2023

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.

Singular has offices in San Francisco, Tel Aviv, Seoul, London and Bangalore. 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, Match and Twitter. 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 a leader to build our demand generation strategy and spearhead our growth.

The role

We are seeking a Technical Support Engineer US team, with exceptional technical, organization and communication skills to join our growing team. A customer-focused individual responsible for handling customer and partner support. An exceptional technical aptitude, with precise written and verbal communication skills, who finds it easy to speak to technical and non-technical audiences alike. A highly energetic, independent and fast thinker in a customer-oriented environment.

What you will do:

  • Serve as the primary technical support contact for Singular's customers, partners, and internal teams including complex technical troubleshooting and problem-solving.
  • Work closely with Product, Engineering, and QA teams to improve and grow the product offering.
  • Serve as an advocate for customers with the product organization.
  • Become an expert in mobile and Singular’s product offering.
  • Provide guidance in SDK integration and overall Singular deployment.
  • Play a significant role in the growth and development of our customer support competency.
  • Using your deep expertise and advanced troubleshooting skills to coach and mentor other team members

What you will need:

  • Four years or more experience working as a professional services consultant, customer support engineer, technical account manager or sales engineer
  • Hands­ on experience working with a variety of software products in production environments
  • Experience with mobile support, QA or Development
  • Ability to write scripts, regular expressions, SQL queries, etc.
  • Knowledge of HTML, HTTP, API call protocols and formats and HTTP trace/debugging
  • Experience in mobile advertising analytics and Ad-Tech domain is a plus
  • Technical bachelor degree, advanced degree is a plus
  • Fluency in both English and Spanish is required. Knowing Portuguese is a plus but not mandatory
  • Willingness to work closer to PST hours.

Desired Skills:

  • Excellent analytical and problem-solving skills
  • Strong skills in data analysis/manipulation
  • Excellent customer service and communication skills, both verbal and written.
  • Self-starter – able to come up to speed on complex, challenging concepts with minimal assistance
  • Ability to quickly context-switch between multiple complex work streams.
  • Leverage domain knowledge and deep product skills to quickly gain understanding of the intent of a delivered solution.
  • Instinctive ability to subdivide problems into basic components in order to efficiently pinpoint root cause of issues.
  • Client-focused attitude — a customer advocate.
  • Team player with solid communication and presentation 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.