Technical Product Support Specialist
New
T
Triple WhaleEcommerce SaaS
Remote- USFull-TimeMiddle
Salary50,000 - 65,000 USD per year
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Job Details
- Experience
- 2+ years
- Required Skills
- SQLData AnalysisJiraRESTful APIsTechnical supportCustomer SuccessSaaSHubSpot
Requirements
- 2+ years of experience in customer support, technical support, customer success, solutions, or other client-facing technical role in SaaS, martech, analytics, or ecommerce.
- Comfort working with data and ability to read API responses.
- Exceptional written and verbal communication skills.
- Problem-solving mindset with willingness to use AI tools.
- Ability to prioritize across competing customer needs in a high-volume environment.
- Ability to learn quickly in a fast-moving AI-native product environment.
- Customer-first instinct with sound judgment.
Responsibilities
- Respond to customers across live chat and email support, owning every conversation from first contact through resolution.
- Understand the customer's outcome, not just their question, to guide them toward business goals.
- Be deeply fluent in Triple Whale, the ecommerce stack, and attribution, marketing-data, and AI workflows.
- Investigate and troubleshoot technical and platform issues across pixel, integrations, reporting, and Moby.
- Use Moby as a copilot to investigate, retrieve, draft, and resolve customer issues.
- Coach customers on platform best practices, use cases, and workflows.
- Surface trends, customer feedback, and friction points to Product, Engineering, and CS.
- Contribute to the knowledge base, internal runbooks, and Moby context.
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