Technical Product Support Specialist, Enterprise

Triple Whale

1d•$65,000 - $80,000•Remote

About The Position

Triple Whale is seeking an Enterprise Technical Product Support Specialist to serve as the dedicated technical voice for a portfolio of their most important enterprise accounts. This role involves a deep understanding of each account's business objectives, data infrastructure, and how they utilize Triple Whale, ensuring every interaction contributes to their desired outcomes. The position is technical in nature, offering significant ownership, AI copilot assistance (Moby), close collaboration with Customer Success, Solutions Architecture, and Marketing Science teams, and a clear growth trajectory into areas like Solutions Architecture, Implementation, Support Engineering, or Product.

Requirements

3+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role.
At least 1+ year of experience supporting enterprise or mid-market SaaS accounts, preferably in martech, analytics, attribution, or e-commerce.
A technical aptitude, including comfort with dashboards, data reasoning, reading API responses and basic logs, and understanding of systems like pixels, server-side tracking, ad-platform integrations, and data warehouses.
SQL fluency is a strong plus.
An investigative, problem-solving mindset, willing to use AI tools to accelerate solutions.
A genuine interest in customer outcomes and a willingness to deeply learn customer businesses.
Composure under pressure, with the ability to remain clear, structured, and calm in high-stakes situations.
Exceptional written and verbal communication skills, adaptable to various audiences (operators, engineers, agency partners, executives).
A customer-first instinct with the judgment to recommend the best solutions, even if they differ from the initial request.
Comfort partnering across teams, including regular interaction with CSMs, SAs, Marketing Scientists, and Engineering.
Familiarity with support and ticketing platforms such as Intercom, HubSpot, or Jira.

Responsibilities

Respond to enterprise customers via live chat, email, and direct channels, managing conversations from initial contact to resolution with expected communication standards.
Maintain comprehensive knowledge of internal and customer resources, including the customer KB, internal runbooks, product documentation, Moby context, and relevant personnel.
Develop deep fluency in Triple Whale, the e-commerce technology stack, and the attribution, marketing-data, and AI workflows critical to customer decisions, including complex features like Compass, Sonar, custom integrations, data warehouses, and headless/custom checkouts.
Investigate and resolve complex technical issues related to pixels, integrations, reporting, Moby, and other areas, determining the appropriate course of action (education, guidance, configuration, bug filing, or escalation) and providing detailed reproduction steps for engineering.
Utilize Moby as an AI copilot for investigation, retrieval, drafting, and resolution, contributing to Moby's ongoing improvement.
Coach enterprise customers and their agencies on best practices, workflows, and use cases to help them achieve their goals, particularly in time-sensitive or high-stakes situations.
Collaborate closely with Customer Success Managers (CSMs) to ensure customer alignment across all Triple Whale touchpoints and involve specialists when necessary.
Serve as a senior escalation point for the broader Technical Product Support team, handling enterprise-level complexity and providing support during critical customer situations.
Identify patterns in support tickets, surfacing recurring issues, customer feedback, and friction points to Product, Engineering, and Customer Success teams.
Contribute to the knowledge base, internal runbooks, and Moby context to share learnings and benefit the broader team and customer base.