Technical Product Support Specialist

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Triple Whale 🐳

WebsiteLinkedInAll Job Openings

51 - 200 employees

🛍️ eCommerce

☁️ SaaS

🤖 Artificial Intelligence

eCommerce • SaaS • Artificial Intelligence

Triple Whale is a comprehensive data platform designed for business intelligence, analytics, and marketing efficiency. It consolidates first-party and zero-party data into a single source of truth, offering brands reliable insights and powerful tools for data-driven decisions. Its features include AI-powered insights with Moby, customizable dashboards, forecasting tools, and integration with various e-commerce and marketing platforms. Trusted by over 20,000 brands, Triple Whale facilitates strategic growth, operational efficiency, and enhanced customer engagement through advanced data analytics and automation solutions.

📋 Description

• Respond to customer enquiries via live chat, owning each interaction from initial contact through resolution. • Become an expert in Triple Whale's platform, products, customers, and the broader e-commerce ecosystem. • Troubleshoot technical and platform-related issues, determining whether a customer needs education, guidance, configuration support, or escalation to internal teams. • Act as the first line of defence for identifying, triaging, and debugging platform health issues. • Investigate customer-reported bugs and technical challenges, gathering key details and escalating issues to Engineering with clear, actionable reproduction steps. • Advise customers on best practices, use cases, and workflows to help them get the most value from Triple Whale. • Partner closely with Product, Engineering, and Customer Success teams to improve the overall customer experience and drive product enhancements. • Identify trends in customer feedback and advocate for improvements to our product, documentation, tooling, and internal processes. • Assist customers with urgent business needs, helping them navigate challenges and find the best solutions across our platform. • Consistently exceed customer expectations through thoughtful communication, timely responses, and a world-class support experience. • Continuously expand your knowledge of e-commerce, digital marketing, analytics, attribution, and emerging industry trends.

🎯 Requirements

• 2+ years of experience in customer support, technical support, customer success, or another customer-facing role, preferably within SaaS or technology. • Experience working with e-commerce brands, analytics platforms, marketing technology, or other SaaS products is strongly preferred. • An investigative mindset and strong problem-solving skills, with the ability to navigate ambiguity and independently find solutions. • Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely to customers with varying levels of technical expertise. • A passion for helping customers succeed and a genuine customer-first mentality. • The ability to learn technical products and systems quickly, with a desire to continuously deepen your expertise. • Strong troubleshooting skills, with the ability to analyse issues, identify root causes, and recommend effective solutions. • The ability to effectively prioritise multiple tasks and manage competing priorities in a fast-paced environment. • Familiarity with tools such as Intercom, HubSpot, Jira, or similar customer support and ticketing platforms is a plus.

🏖️ Benefits

• Health insurance • Paid time off • Professional development opportunities