Technical Product Support Specialist

Job Summary

Supporting customers across multiple regions, the full-time Technical Product Support Specialist will respond to inquiries, troubleshoot technical issues, and provide guidance on the Triple Whale platform while working remotely from Australia during APAC business hours.

Key responsibilities

• Respond to customer inquiries via live chat, managing interactions from initial contact to resolution
• Troubleshoot technical and platform-related issues, escalating to internal teams as necessary
• Partner with Product, Engineering, and Customer Success teams to enhance the overall customer experience

Required qualifications

• 2+ years of experience in customer support, technical support, or a customer-facing role, preferably in SaaS or technology
• Experience with e-commerce brands, analytics platforms, or marketing technology is strongly preferred
• Strong troubleshooting skills with the ability to analyze issues and recommend solutions
• Ability to learn technical products quickly and a desire to deepen expertise
• Familiarity with customer support tools such as Intercom, HubSpot, or Jira is a plus