Technical Product Support Specialist
New
T
Triple WhaleE-commerce SaaS
Remote- USFull-TimeSenior
Salary65,000 - 80,000 USD per year
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Job Details
- Experience
- 3+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - with at least 1+ year supporting enterprise or mid-market SaaS accounts
- Required Skills
- SQLData AnalysisJiraRESTful APIsTechnical supportHubSpot
Requirements
- 3+ years of experience in customer support, technical support, customer success, or solutions roles.
- 1+ year experience supporting enterprise or mid-market SaaS accounts, ideally in martech, analytics, or ecommerce.
- Experience reading API responses and basic logs.
- Understanding of system architectures like pixels, server-side tracking, and data warehouses.
- SQL fluency is a strong plus.
- Familiarity with support platforms such as Intercom, HubSpot, or Jira.
- Strong investigative and problem-solving mindset.
- Ability to communicate complex technical concepts to diverse stakeholders.
- Capability to remain calm and structured under pressure.
- Commitment to continuous learning and improving AI-assisted workflows.
Responsibilities
- Respond to enterprise customers across live chat, email, and direct channels, owning every conversation from first contact through resolution.
- Maintain deep knowledge of internal and customer resources to resolve queries quickly.
- Be deeply fluent in Triple Whale, the ecommerce stack, and data workflows including complex surfaces like custom integrations and data warehouses.
- Investigate and resolve complex technical issues across pixels, integrations, and AI features, writing clear reproduction steps for engineering.
- Partner with AI (Moby) to investigate, draft, and resolve support requests.
- Coach enterprise customers and their agencies on best practices and time-sensitive use cases.
- Partner closely with account teams and CSMs to maintain alignment across touchpoints.
- Act as a senior escalation point for enterprise-grade complexity within the support team.
- Spot patterns in tickets and surface feedback to Product and Engineering teams.
- Contribute to the knowledge base and internal documentation.
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