Technical Product Support Specialist

Job description

### **What Do We Do?** Triple Whale is the AI operating system built for modern ecommmerce. We help you see what's actually working in your business, what's not, and what to do next. Then we take action for you — pausing the underperforming ad, generating the next batch of creative, flagging the inventory risk before it bites. We pull every signal in your business into one place, and put it on the most trusted measurement foundation in the industry. And on top of that, we give you the most actionable AI in commerce — Moby 2 — letting you tap any LLM you want, grounded in the full context of your business. Moby 2 doesn't just surface insights, it executes decisions for you, with automations that make the rest of your stack smarter. The result: more than 65,000 brands like Pressed Juicery, OUAI, and True Classic turn mountains of complex data into actions that actually grow profit, at a speed and scale that is not humanly possible. ### What You're Applying for Triple Whale's customers are some of the most sophisticated operators in DTC - multi-brand, multi-region, often agency-supported, running custom stacks and making eight-figure decisions on our data. They deserve a support experience built for that complexity. As an Enterprise Technical Product Support Specialist, you'll be the dedicated technical voice for a book of our most important accounts. You'll go deeper than a typical support conversation - understanding each account's business goals, their data stack, the way their team and agencies use Triple Whale, and what "good" looks like for them - so every interaction moves them closer to the outcomes they came to us for. This is a technical role with real ownership. You'll have Moby as a copilot, close partnership with Customer Success, Solutions Architecture, and Marketing Science, and a clear path to grow into Solutions Architecture, Implementation, Support Engineering, or Product if that's where you want to go. ### What You’ll Do - Respond to enterprise customers across live chat, email, and direct channels, owning every conversation from first contact through resolution with the communication and follow-through these accounts expect. - Maintain deep knowledge or internal and customer resources. The customer KB, internal runbooks, product docs, Moby context, and the right person to ping for anything you can't answer yourself - so you can resolve quickly and confidently every time. - Be deeply fluent in Triple Whale, the ecommerce stack our customers live in, and the attribution, marketing-data, and AI workflows that drive their decisions - including the more complex surfaces enterprise customers rely on (Compass, Sonar, custom integrations, data warehouse, headless and custom checkouts). - Investigate and resolve complex technical issues across pixel, integrations, reporting, Moby, and beyond. Know when an account needs education, guidance, configuration, a bug filed, or an escalation to Engineering - and write reproduction steps your engineering partners can act on immediately. - Use Moby as your copilot. This is an AI-first support team. You'll partner with Moby to investigate, retrieve, draft, and resolve - and your work helps make Moby more useful for the next customer. - Coach enterprise customers and their agencies on best practices, workflows, and use cases that move them toward their goals, especially when something time-sensitive or high-stakes is on the line. - Partner closely with the account team. Work hand-in-hand with CS counterparts to keep the customer aligned across every Triple Whale touchpoint - and know when to pull in the right specialist. - Be a senior escalation point for the broader Technical Product Support team on enterprise-grade complexity, and a steady hand when accounts are stressed. - Spot patterns across tickets. Surface recurring issues, customer feedback, and friction to Product, Engineering, and Customer Success - and help the next account avoid what you saw this week. - Help the next customer. Contribute to the knowledge base, internal runbooks, and Moby context - so what you learned today helps both your accounts and the broader team tomorrow. ### What You’ll Bring - 3+ years of experience in customer support, technical support, customer success, solutions, or another client-facing technical role - with at least 1+ year supporting enterprise or mid-market SaaS accounts, ideally in martech, analytics, attribution, or ecommerce. - A technical mind with depth. You're comfortable in dashboards, you can reason about data, you can read API responses and basic logs, and you understand 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. You don't stop at "the error says X" - you want to know why, and you're comfortable reaching for AI tools to move faster. - A real interest in customer outcomes. You care about what enterprise customers are trying to accomplish in their business - and you're willing to learn the business deeply enough to actually help. - Composure under pressure. Enterprise accounts have higher stakes, multiple stakeholders, and sometimes urgent escalations. You stay clear, structured, and calm. - Exceptional written and verbal communication. You can speak the language of an operator, an engineer, an agency partner, and an exec - and tailor the message to each. - A customer-first instinct paired with the judgment to recommend what'll actually serve the customer best, even when it's not what they asked for. - Comfort partnering across teams. Enterprise support doesn't work alone - you'll be in regular contact with CSMs, SAs, Marketing Scientists, and Engineering. - Familiarity with Intercom, HubSpot, Jira, or similar support and ticketing platforms. ### **Our Values** - **We Are Customer Obsessed**: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers. - **We Move (Very!) Quickly**: The speed at which we work, iterate, and deliver value is our most competitive advantage. - **We Are Trustworthy**: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. - **We Are Curious**: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths. - **We Act Like A Mensch**: We act with honor, integrity and empathy, and have deep respect for our customers and each other. Base Compensation Range: $65,000 - $80,000 Our compensation ranges are set using benchmarks from growth-stage companies and factor in function, level, and location—so everything stays balanced and competitive. The range listed on each job posting reflects the minimum and maximum target salary across all U.S. locations. Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. ### **Join Us in Making Waves** If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment. **Referred?** Got here thanks to a friend? Splash some gratitude their way! They'll need to submit your application through our referral system to make it official. #LI-Remote