Product Support Escalations Engineer

About Us Singular is the leading marketing measurement platform trusted by 1,000+ global brands, including Apple, Microsoft, Uber, DoorDash, Nike, EA, DraftKings, and Robinhood. Ranked as the #1 MMP by G2 for 3 years in a row, Singular enables marketers to make smarter user acquisition decisions and analyze the impact of every ad dollar with full-funnel marketing analytics, advanced cross-device attribution (mobile, web, PC+Console), best-in-class ad fraud prevention, and automatic data exports directly into your BI tools. Singular is also revolutionizing campaign and creative analysis with recent integrations and partnerships with ChatGPT, Claude, and Gemini that deliver marketers with instant, AI-powered marketing insights – no dashboards or SQL needed. Singular has teams in 12 countries and employees in 65 cities across the globe, including NYC, LA, SF, Austin, Buenos Aires, São Paolo, London, Berlin, Barcelona, Tel Aviv, Bangalore, Beijing, and Seoul. We have raised $$50M from Norwest Venture Partners, General Catalyst, Titanium Ventures, and other top-tier Silicon Valley investors. We have a leading product, an innovative team, and hundreds of satisfied customers in a growing market. Our business and teams are scaling, and we are looking for ambitious, eager, creative, and innovative individuals to join us and help us dominate the marketing measurement space. 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 teamOur tech‑savvy, service‑oriented support team tackles exciting challenges across multiple technologies, ensuring a seamless experience for our customers. What you’ll do 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. What you need 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 preferabl 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, APIs, and 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 context 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. #J-18808-Ljbffr