Customer Support Technical Specialist

hace 5 días

Ciudad de México, Ciudad de México Singular A tiempo completo

Position Overview

We are in search of a Technical Support Engineer for the US division, possessing outstanding technical, organizational, and communication abilities to enhance our expanding team. This role requires a customer-centric individual who will manage support for both customers and partners. The ideal candidate will demonstrate exceptional technical proficiency, coupled with clear written and verbal communication skills, enabling effective interaction with both technical and non-technical audiences. A proactive, independent thinker who thrives in a customer-focused setting is essential.

Key Responsibilities:

  • Act as the main technical support liaison for Singular's clientele, partners, and internal teams, including advanced technical troubleshooting and resolution of issues.
  • Collaborate closely with Product, Engineering, and Quality Assurance teams to enhance and expand the product offerings.
  • Advocate for customers within the product organization.
  • Develop expertise in mobile technologies and Singular's product suite.
  • Provide support in SDK integration and overall Singular implementation.
  • Contribute significantly to the advancement and growth of our customer support capabilities.
  • Utilize your extensive knowledge and advanced troubleshooting abilities to mentor and guide fellow team members.

Required Qualifications:

  • A minimum of four years of experience in roles such as professional services consultant, customer support engineer, technical account manager, or sales engineer.
  • Practical experience with a diverse range of software products in live environments.
  • Background in mobile support, quality assurance, or development.
  • Proficiency in scripting, regular expressions, SQL queries, etc.
  • Understanding of HTML, HTTP, API call protocols, and formats, along with HTTP tracing/debugging.
  • Experience in mobile advertising analytics and the Ad-Tech sector is advantageous.
  • A technical bachelor’s degree; an advanced degree is preferred.
  • Fluency in both English and Spanish is mandatory; knowledge of Portuguese is a plus but not required.
  • Flexibility to work closer to Pacific Standard Time hours.

Desired Skills:

  • Strong analytical and problem-solving capabilities.
  • Proficient in data analysis and manipulation.
  • Excellent customer service and communication skills, both verbal and written.
  • Self-motivated – capable of quickly grasping complex concepts with minimal guidance.
  • Ability to swiftly transition between multiple intricate work streams.
  • Leverage domain expertise and in-depth product knowledge to quickly understand the intent behind delivered solutions.
  • Natural ability to break down problems into fundamental components to efficiently identify root causes.
  • Client-focused mindset – a strong advocate for customer needs.
  • Collaborative team player with effective communication and presentation skills.

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