Senior Product Support Engineer

To succeed as a Senior Product Support Engineer at Singular, you should have 5-8 years of experience in a technical customer service, technical account management, or a solutions engineering role. A strong technical background in mobile development, SDK integrations, and using REST APIs is essential. Ideally, candidates should have familiarity with Ad Tech and experience in analytics SaaS platforms, along with a BS in Computer Science or an equivalent field.

As a Senior Product Support Engineer at Singular, your main responsibilities will include overseeing the technical implementation of our platform, managing the onboarding process, collaborating with Sales, Customer Success, Engineering, and Product teams, and providing direct technical support to customers. You will also be tasked with developing internal tools and optimizing workflows to enhance client satisfaction.

The Senior Product Support Engineer role is crucial to customer success at Singular. By ensuring a smooth onboarding process and providing ongoing technical support, you will help clients maximize their use of our products. Your collaboration with various teams ensures that customer feedback is integrated into product development, thus enhancing the overall customer experience.

Success as a Senior Product Support Engineer at Singular requires a combination of technical knowledge and excellent communication skills. A passion for problem-solving, the ability to work independently in a fast-paced environment, and a desire to build strong relationships with clients are key qualities that will help you thrive in this role.

As a Senior Product Support Engineer at Singular, you will be working with various technologies, primarily involving mobile development (iOS/Android), REST APIs, and SQL. Familiarity with ETL processes, database frameworks, and marketing technologies such as Attribution, DMPs, and CDPs will also be beneficial in delivering effective solutions for our clients.

In answering this question, provide specific examples of your previous roles where you handled technical customer support issues. Discuss the types of issues you resolved, the tools you used, and how you ensured customer satisfaction through effective communication and problem-solving strategies.

When onboarding a new client, focus on clear communication and setting initial expectations. Describe your process for assessing their needs, customizing the onboarding experience, and ensuring that they are comfortable using the product. Highlight the importance of providing training sessions and ongoing support.

Share a specific example where you successfully resolved a challenging technical issue for a client. Emphasize your troubleshooting techniques, the collaboration with other teams, and how you communicated progress to the client to keep them informed and engaged.

List the specific tools, technologies, and programming languages you have experience with, particularly those related to mobile development and API integrations. Discuss any platforms you've used in Ad Tech or analytics, underscoring your familiarity with relevant tools that can benefit your role at Singular.

Demonstrate your time management and organizational skills. Explain your method for assessing urgency and importance of client requests, and how you communicate timelines to clients while ensuring their needs are met consistently.

Provide details about your experience integrating APIs and SDKs, particularly in a mobile context. Talk about specific projects where you implemented these technologies, the challenges faced, and how you overcame them to successfully meet client expectations.

Discuss how collaboration with different departments—like Sales, Engineering, and Product—enhanced your effectiveness in a support role. Share examples illustrating how working together with these teams solved customer issues or improved service delivery.

Share your passion for technology and client success, and your desire to continuously improve both personally and within the role. Highlight previous experiences where you thrived in challenging environments, demonstrating adaptability and a proactive approach.

Detail your methods for staying informed, such as following industry blogs, attending webinars, or participating in networking events. Emphasize how this ongoing education helps you provide timely, relevant solutions for Singular’s clients.

Provide a detailed account of a specific situation where you were able to resolve a client's issue and restore their trust in the company. Highlight your approach to communication, problem-solving, and the steps you took to ensure a positive outcome for both the client and the organization.