Technical Product Support Specialist

This is a fully remote position, open to applicants in Australia.

📋 Description

• Address customer inquiries through live chat, taking ownership of each interaction from the first contact until resolution.

• Develop expertise in Triple Whale's platform, products, clientele, and the wider e-commerce landscape.

• Diagnose technical and platform-related challenges, assessing whether a customer requires education, guidance, configuration assistance, or escalation to internal teams.

• Serve as the initial point of contact for detecting, prioritizing, and troubleshooting platform health concerns.

• Examine customer-reported bugs and technical issues, gathering essential information and escalating matters to Engineering with clear, actionable steps for reproduction.

• Guide customers on best practices, use cases, and workflows to maximize their value from Triple Whale.

• Collaborate closely with Product, Engineering, and Customer Success teams to enhance the overall customer experience and foster product improvements.

• Spot trends in customer feedback and advocate for enhancements to our product, documentation, tools, and internal procedures.

• Support customers facing urgent business challenges, assisting them in navigating obstacles and discovering optimal solutions across our platform.

• Consistently surpass customer expectations through thoughtful communication, prompt responses, and a top-notch support experience.

• Continually broaden your understanding of e-commerce, digital marketing, analytics, attribution, and emerging industry trends.

⛳️ Requirements

• A minimum of 2 years of experience in customer support, technical support, customer success, or any customer-facing role, ideally within SaaS or technology sectors.

• Previous experience with e-commerce brands, analytics platforms, marketing technology, or other SaaS products is highly preferred.

• An investigative mindset coupled with strong problem-solving abilities, capable of navigating ambiguity and independently identifying solutions.

• Outstanding written and verbal communication skills, with the capability to convey complex concepts clearly and succinctly to customers of various technical backgrounds.

• A commitment to helping customers succeed and a genuine customer-first approach.

• The ability to quickly learn technical products and systems, with a desire to continually enhance your expertise.

• Excellent troubleshooting abilities, with the capacity to analyze issues, identify root causes, and propose effective solutions.

• Proficiency in prioritizing multiple tasks and managing competing demands in a fast-paced environment.

• Familiarity with tools such as Intercom, HubSpot, Jira, or similar customer support and ticketing systems is a bonus.

🏝️ Benefits

• Health insurance

• Paid time off

• Professional development opportunities