Technical Product Support Specialist @Triple Whale

Overview

The Enterprise Technical Product Support Specialist at Triple Whale focuses on providing technical support to key accounts in the e-commerce sector. This role supports sophisticated customers in the DTC space, ensuring they achieve their business goals through effective use of Triple Whale's products.

Key Responsibilities

• Respond to enterprise customers across live chat, email, and direct channels, managing all communication from first contact to resolution.
• Maintain extensive knowledge of internal and customer resources to ensure quick and confident issue resolution.
• Demonstrate fluency in Triple Whale, e-commerce stacks, and complex customer workflows.
• Investigate and resolve complex technical issues, recognizing when further escalation is necessary.
• Utilize Moby, the AI support copilot, to enhance support efficiency and effectiveness.
• Coach customers and their agencies on best practices related to Triple Whale products.
• Provide senior support for the Technical Product Support team, aiding in the resolution of high-complexity issues.
• Identify patterns in customer feedback and recurring issues to inform Product, Engineering, and Customer Success teams.
• Contribute to knowledge bases to help streamline future customer interactions.

Requirements

• 3+ years in customer or technical support, especially with enterprise or mid-market SaaS accounts, ideally in martech or e-commerce.
• Strong technical aptitude, including familiarity with API responses and data management.
• Problem-solving mindset with a focus on understanding root causes of issues.
• Strong interest in customer outcomes and the ability to communicate effectively across roles.
• Ability to maintain composure under pressure, adapting to varying priorities.
• Experience with support tools like Intercom, HubSpot, or Jira.

Benefits

Base compensation range of $65,000 - $80,000, determined by benchmarks and location.

Location

Remote - US

How to Apply

Submit your application through Triple Whale's career page.

Deadline

No specific deadline stated.