Technical Product Support Specialist – Enterprise

🕒 June 11

🇺🇸 United States – Remote

💵 $65k - $80k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 27%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Triple Whale 🐳

WebsiteLinkedInAll Job Openings

51 - 200 employees

💼 Consulting

📣 Marketing

🛍️ eCommerce

Consulting • Marketing • eCommerce

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 enterprise customers across live chat, email, and direct channels, owning conversations from first contact through resolution • Maintain deep knowledge of customer and internal resources, including the customer knowledge base, runbooks, product docs, Moby context, and internal contacts • Build fluency in Triple Whale, ecommerce technology stacks, attribution, marketing-data, and AI workflows, including Compass, Sonar, custom integrations, data warehouses, and headless and custom checkouts • Investigate and resolve complex technical issues involving pixels, integrations, reporting, Moby, and related systems • Determine when issues require education, guidance, configuration, bug filing, or Engineering escalation, and write actionable reproduction steps • Use Moby to investigate, retrieve information, draft responses, and resolve customer issues • Coach enterprise customers and agencies on best practices, workflows, and use cases • Partner with account teams and Customer Success to align customer interactions and involve specialists when needed • Serve as a senior escalation point for the broader Technical Product Support team • Identify recurring ticket patterns, customer feedback, and friction for Product, Engineering, and Customer Success • Contribute to the knowledge base, internal runbooks, and Moby context

🎯 Requirements

• 3+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role • At least 1+ year supporting enterprise or mid-market SaaS accounts, ideally in martech, analytics, attribution, or ecommerce • Comfortable in dashboards and reasoning about data • Able to read API responses and basic logs • Understands pixels, server-side tracking, ad-platform integrations, and data warehouses • SQL fluency is a strong plus • Investigative, problem-solving mindset • Comfortable using AI tools • Interest in customer business outcomes and willingness to learn the business deeply • Composure under pressure • Exceptional written and verbal communication • Customer-first judgment • Comfortable partnering across teams • Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms

🏖️ Benefits

• Clear path to grow into Solutions Architecture, Implementation, Support Engineering, or Product • AI-first support team with Moby as a copilot