Technical Product Support Specialist, APAC

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 60,000 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 As a Technical Product Support Specialist at Triple Whale, you'll be on the front lines of helping some of the world's fastest-growing e-commerce brands make smarter decisions with their data. Our Technical Product Support team is more than a traditional support function - we serve as a strategic partner across the business. We work closely with our customers to solve complex problems, identify product improvements, escalate platform issues to Engineering, and surface valuable feedback to Product. As the first point of contact for our customers, you'll play a critical role in delivering an exceptional experience while helping merchants maximise the value of the Triple Whale platform. This role is based in Australia and will support customers across multiple regions, with a focus on providing responsive, high-quality support during APAC business hours. If you're energised by helping customers achieve value quickly, enjoy solving complex problems, and thrive in fast-paced, high-growth environments, you'll find plenty of opportunities to make an impact at Triple Whale. What You’ll Do 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. What You’ll Bring 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 concep