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Senior Product Support Engineer

About Us

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

Singular is looking for a Senior Product Support Engineer. The Support team owns all technical aspects of client lifecycle, through onboarding and beyond to ensure customer happiness. You will be a critical partner to our Engineering, Sales, Customer Success, Support and Product organizations. We're looking for you to break down technical challenges and to enjoy collaborating with teams across the organization. You will be a troubleshooting expert, with a drive to transform our products to fully self-serve/self-healing properties. This position provides career development through daily direct interaction with high profile customers and partners as well as regular cross department interactions. You are expected to have strong skills relating to internal cross-functional collaboration, and experience in one or many company departments is a plus. You must have a technical background as well as strong service orientation and communication skills.

What you'll need

  • 5 - 8 Years in a technical customer service/technical account management/solutions engineer/software engineering capacity

  • Experience with mobile development (iOS/Android)

  • Experience and knowledge integrating mobile SDKs and Rest APIs

  • Experience in Ad Tech with attribution and/or analytics SaaS platforms - a big plus

  • Independent, fast learner, and enjoys working in a fast-paced, growth environment

  • Phenomenal communication skills

  • Ability to write SQL queries

  • Familiarity with ETL structure and database frameworks

  • Experience in the Desktop/Mobile Ad Tech space is a plus

  • Knowledge of Attribution, DMPs, and CDPs is a plus

  • BS  in Computer Science, related field, or equivalent experience

  • A desire to build things

  • Passion for solving problems

 

What you'll do:

  • Technical implementation of the Singular platform, from scoping, planning, and execution; encompassing the onboarding process of Singular Attribution and Analytics APIs. 

  • You will be expected to know our product inside and out and team up with Sales, Customer Success, Engineering, and Product teams to assist with technical sales activities for new and existing accounts.

  • Build customer trust through professional and swift onboarding

  • Provide answers to customers regarding technical issues / questions

  • Build and maintain strong relationships with marquee accounts

  • Collaborate with Customer Success, Engineering, and Product teams to deliver solutions to our customers

  • Develop internal tools, design workflows and processes, hold training sessions, analyze data, code API wrappers.

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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CEO of Singular
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What You Should Know About Senior Product Support Engineer , Singular

Join Singular as a Senior Product Support Engineer and be a vital part of our dynamic team! At Singular, we pride ourselves on transforming the world of marketing analytics by providing actionable insights through cutting-edge technology. As a Senior Product Support Engineer, you will take charge of the technical aspects of our client lifecycle, ensuring that our customers have the best onboarding experience and ongoing support. You'll partner closely with our Engineering, Sales, Customer Success, and Product teams, tackling technical challenges with a mix of creativity and problem-solving skills. With 5-8 years of experience in a technical customer service or solutions engineering role, you’ll blend your technical background with exceptional communication abilities. Your role will involve everything from the technical implementation of our platform to building trust with our marquee accounts. You’ll have the chance to innovate and develop internal tools and workflows while engaging directly with high-profile customers. Plus, you’ll be at the forefront of transforming our products to self-serve capabilities. If you’re passionate about helping clients succeed and thrive in a fast-paced environment, this is the perfect opportunity for you. Come grow with us at Singular, where every day is a chance to make an impact in a rapidly evolving industry. Let’s redefine marketing analytics together!

Frequently Asked Questions (FAQs) for Senior Product Support Engineer Role at Singular
What qualifications do I need to become a Senior Product Support Engineer at Singular?

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.

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What are the main responsibilities of a Senior Product Support Engineer at Singular?

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.

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How does the Senior Product Support Engineer role contribute to customer success at Singular?

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.

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What qualities make a Senior Product Support Engineer successful at Singular?

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.

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What technologies will I be working with as a Senior Product Support Engineer at Singular?

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.

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Common Interview Questions for Senior Product Support Engineer
Can you describe your experience with technical customer support?

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.

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What is your approach to onboarding a new client in a technical service role?

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.

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How do you handle technical challenges that arise during client interactions?

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.

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What tools and technologies are you familiar with that are relevant to this role?

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.

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How would you prioritize multiple requests from high-profile clients?

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.

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Can you explain your experience with APIs and SDKs?

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.

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What role does cross-department collaboration play in your current or past positions?

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.

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What motivates you to work in a fast-paced, growth-oriented environment?

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.

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How do you ensure you stay up-to-date with industry trends relevant to your role?

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.

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Describe a time when you successfully turned around a dissatisfied client.

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.

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Our mission is to empower businesses to drive growth with unified marketing data, intelligent insights, and automation. At Singular, our corporate mission is to offer employees a safe and compassionate professional environment that prioritizes t...

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Full-time, remote
DATE POSTED
March 11, 2025

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