Respond to customer enquiries via live chat, owning each interaction from initial contact through resolution.
Become an expert in Triple Whale's platform, products, customers, and the broader e-commerce ecosystem.
Troubleshoot technical and platform-related issues, determining whether a customer needs education, guidance, configuration support, or escalation to internal teams.
Act as the first line of defence for identifying, triaging, and debugging platform health issues.
Investigate customer-reported bugs and technical challenges, gathering key details and escalating issues to Engineering with clear, actionable reproduction steps.
Advise customers on best practices, use cases, and workflows to help them get the most value from Triple Whale.
Partner closely with Product, Engineering, and Customer Success teams to improve the overall customer experience and drive product enhancements.
Identify trends in customer feedback and advocate for improvements to our product, documentation, tooling, and internal processes.
Assist customers with urgent business needs, helping them navigate challenges and find the best solutions across our platform.
Consistently exceed customer expectations through thoughtful communication, timely responses, and a world-class support experience.
Continuously expand your knowledge of e-commerce, digital marketing, analytics, attribution, and emerging industry trends.

2+ years of experience in customer support, technical support, customer success, or another customer-facing role, preferably within SaaS or technology.
Experience working with e-commerce brands, analytics platforms, marketing technology, or other SaaS products is strongly preferred.
An investigative mindset and strong problem-solving skills, with the ability to navigate ambiguity and independently find solutions.
Exceptional written and verbal communication skills, with the ability to explain complex concepts clearly and concisely to customers with varying levels of technical expertise.
A passion for helping customers succeed and a genuine customer-first mentality.
The ability to learn technical products and systems quickly, with a desire to continuously deepen your expertise.
Strong troubleshooting skills, with the ability to analyse issues, identify root causes, and recommend effective solutions.
The ability to effectively prioritise multiple tasks and manage competing priorities in a fast-paced environment.
Familiarity with tools such as Intercom, HubSpot, Jira, or similar customer support and ticketing platforms is a plus.

Technical Product Support Specialist

Key skills