Triple Whale - Technical Product Support Specialist, Enterprise
Requirements
• 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 • 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 Are Customer Obsessed • We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage. • We Move (Very!) Quickly • We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together. • We Are Trustworthy • We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths. • We Are Curious • We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other. • We Act Like A Mensch
Responsibilities
• 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.
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