Technical Product Support Specialist, Enterprise
New
T
Triple WhaleEcommerce SaaS
Remote- USFull-TimeMiddle
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
- Required Skills
- Data AnalysisJiraRESTful APIsHubSpotTechnical support
Requirements
- 3+ years of experience in customer support, technical support, customer success, solutions, or similar client-facing technical roles.
- 1+ year of experience supporting enterprise or mid-market SaaS accounts.
- Background in martech, analytics, attribution, or ecommerce.
- Comfort working with dashboards, reading API responses, and interpreting basic logs.
- Understanding of pixels, server-side tracking, ad-platform integrations, and data warehouses.
- Exceptional written and verbal communication skills.
- Investigative problem-solving mindset with experience using AI tools.
- Familiarity with Intercom, HubSpot, Jira, or similar ticketing platforms.
- Ability to remain calm and structured under pressure with high-stakes enterprise escalations.
- SQL fluency is a strong plus.
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, including the KB, runbooks, and product documentation.
- Become fluent in Triple Whale, ecommerce stacks, and attribution workflows, including complex surfaces like Compass and Sonar.
- Investigate and resolve complex technical issues across pixel, integrations, reporting, and AI tools.
- Partner with Moby AI to investigate, retrieve, draft, and resolve issues.
- Coach enterprise customers and agencies on best practices and time-sensitive workflows.
- Partner with Customer Success and Engineering to align on account goals and technical escalations.
- Act as a senior escalation point for the broader support team on enterprise-grade complexity.
- Spot patterns across tickets to surface feedback to Product and Engineering teams.
- Contribute to internal documentation to improve team knowledge and Moby's context.
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