Technical Product Support Specialist

Triple Whale

5d • $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 accounts. This role involves a deep understanding of each account's business goals, data stack, and how they utilize Triple Whale, ensuring every interaction contributes to their desired outcomes. The position is technical in nature, offering significant ownership and opportunities for growth into areas like Solutions Architecture, Implementation, Support Engineering, or Product. The role utilizes AI tools like Moby as a copilot and involves close collaboration with Customer Success, Solutions Architecture, and Marketing Science teams.

Requirements

• 3+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role.
• At least 1+ year supporting enterprise or mid-market SaaS accounts, ideally in martech, analytics, attribution, or ecommerce.
• A technical mind with depth: comfortable in dashboards, reasoning about data, reading API responses and basic logs, and understanding how systems like pixels, server-side tracking, ad-platform integrations, and data warehouses connect.
• SQL fluency is a strong plus.
• An investigative, problem-solving mindset, comfortable using AI tools.
• A genuine interest in customer outcomes and a willingness to learn their business deeply.
• Composure under pressure, staying clear, structured, and calm during high-stakes escalations.
• Exceptional written and verbal communication skills, able to tailor messages to different audiences (operators, engineers, agency partners, execs).
• A customer-first instinct with the judgment to recommend what best serves the customer.
• Comfort partnering across teams, including CSMs, SAs, Marketing Scientists, and Engineering.
• Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms.

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 customer KB, internal runbooks, product docs, and Moby context.
• Become deeply fluent in Triple Whale, the ecommerce stack, and attribution, marketing-data, and AI workflows, including complex surfaces like Compass, Sonar, custom integrations, data warehouse, and headless/custom checkouts.
• Investigate and resolve complex technical issues across pixel, integrations, reporting, Moby, and other areas.
• Determine when an account needs education, guidance, configuration, a bug filed, or an escalation to Engineering, and write reproduction steps for engineering partners.
• Utilize Moby as a copilot for investigation, retrieval, drafting, and resolution, contributing to Moby's improvement.
• Coach enterprise customers and their agencies on best practices, workflows, and use cases.
• Partner closely with Customer Success counterparts to ensure customer alignment across all Triple Whale touchpoints.
• Serve as a senior escalation point for the broader Technical Product Support team on enterprise-level complexity.
• Spot patterns across tickets, surfacing recurring issues, customer feedback, and friction to Product, Engineering, and Customer Success.
• Contribute to the knowledge base, internal runbooks, and Moby context based on learned insights.

Benefits

• AI-first support team utilizing Moby as a copilot
• Partnership with Customer Success, Solutions Architecture, and Marketing Science
• Clear path to grow into Solutions Architecture, Implementation, Support Engineering, or Product
• Equal opportunity employer
• Celebrates diversity and is committed to creating an inclusive environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed