Technical Product Support Specialist

🔥 12 hours ago

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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 customers across live chat and email support, owning every conversation from first contact through resolution with the kind of communication and follow-through customers remember. • Understand the customer's outcome, not just their question. Get curious about what they're actually trying to do - measure ad efficiency, validate attribution, launch a new channel, trust the data again, and make sure your answer helps them get there. • Be deeply fluent in Triple Whale, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their decisions. Keep leveling up - on the product, on DTC, and on emerging measurement and AI trends. • Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, Moby, and beyond. Know when a customer needs education, guidance, a configuration change, a bug filed, or an escalation - and write the kind of reproduction steps Engineering can act on. • Use Moby as your copilot. This is an AI-first support team. You'll partner with Moby to investigate, retrieve, draft, and resolve - and your work helps make Moby more useful for the next customer. • Coach customers on how to get more from the platform - best practices, use cases, and workflows that move them toward their goals, especially when something urgent is on the line. • Share what you're seeing. Surface trends, customer feedback, and friction points to Product, Engineering, and CS so we can keep improving the experience. • Help the next customer. Contribute to the knowledge base, internal runbooks, and Moby context - so what you learned today helps someone tomorrow.

🎯 Requirements

• 2+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - ideally in SaaS, martech, analytics, or ecommerce. • A technical mind. You don't need a CS degree, but you're comfortable in data, you can reason about data, you can read an API response without panicking, and you're curious about how systems work. SQL fluency, familiarity with pixels/server-side tracking, or experience debugging ad-platform integrations is a strong plus. • An investigative, problem-solving mindset. You don't stop at "the error says X." You want to know why - and you're comfortable reaching for AI tools to move faster. • A real interest in customer outcomes. • Exceptional written and verbal communication. You can explain attribution to a marketer, a bug to an engineer, and a workaround to a busy operator, in language that fits each. • A customer-first instinct paired with the judgment to recommend what'll actually serve the customer best. • Comfort learning quickly in a fast-moving AI-native product - we ship constantly, and you'll need to learn at the speed of the platform. • The ability to prioritize across competing customer needs in a high-volume environment. • Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms is a plus.

🏖️ Benefits

• Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development opportunities