Technical Support Engineer

Singular; Ciudad de México; Presencial; MXN 200,000 - 400,000; Jornada completa

Descripción de la vacante

A tech company is looking for a Technical Support Engineer to provide top-tier support to customers and partners. This role requires a customer-focused individual with excellent communication skills and a strong technical background, including experience in mobile support and software troubleshooting. Fluency in English and Spanish is essential, and expertise in SQL, HTML, and API protocols is preferred. Join us in enhancing our customer support capabilities.

Formación

• Four or more years of experience in customer support or related roles.
• Hands-on experience with various software products in production environments.
• Experience with mobile support, QA, or Development.
• Ability to write scripts, regular expressions, SQL queries.
• Knowledge of API call protocols and debugging.

Responsabilidades

• Act as the primary technical support contact for customers and internal teams.
• Collaborate with Product, Engineering, and QA teams to enhance product offerings.
• Guide customers in SDK integration and Singular deployments.
• Mentor team members using advanced troubleshooting skills.

Conocimientos

Technical troubleshooting skills

Communication skills

Analytical skills

Customer service skills

Fluency in English

Fluency in Spanish

Educación

Technical bachelor's degree

Advanced degree

Herramientas

SQL

HTML

Descripción del empleo

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.