Customer Support Specialist

| Remote
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We’re looking for someone to join our Customer Success organization to help our customers become raving fans of Jellyfish. In your role, you’ll troubleshoot any customer issues, educate clients on features and suggested workflows, help set up client configurations, and coordinate with our Engineering, Success, and Strategy teams to get the job done. 

Can you help us consistently answer these questions: “How does this work?”, “Why doesn’t this work?” and “Can you make this work?”

As a Support Specialist at Jellyfish you will:

  • Manage a queue of incoming support related requests, working with your team members to prioritize incoming tasks.

  • Respond and action on issues, questions, and configuration needs from customers and internal members of the Success team, providing front line support. 

  • Act as an initial point of contact to clients, responding to their questions and concerns directly to triage and debug, working with the customer success managers to assess and mitigate, and working with the product engineering team when necessary.

  • Attend virtual meetings with clients to analyze, troubleshoot and diagnose problems

  • Keep customers informed to the status of their open support requests

  • Analyze themes and categories of incoming requests and questions, providing useful data for our Product Roadmap, as well as for our internal tooling needs. 

  • Complete detailed reports listing requests to technical assistance, steps taken to resolve them, and the specific dates/individuals involved.

  • Assist in creating documentation and training materials to better serve our internal and external customers.

  • Develop and maintain a deep understanding of both the Jellyfish Platform and our customers' specific needs.

  • Work on assigned side projects as time allows (i.e. coming up with more scalable processes, proposing and building tooling enhancements, analyzing support volume over time, etc.).

You are or have:

  • Worked in a technical support role in the past and are an expert in the fundamentals of logical triage and debugging.

  • Direct experience with Jira and Git services and workflows as well as structural understanding of the basic software development lifecycle (SDLC).

  • Understand how REST APIs function, how to traverse JSON blobs, and a desire to learn more. 

  • Knowledgeable of HTTP and potential causes of its response codes within web services. 

  • Able to juggle multiple customer priorities with timely communication and have utilized escalation workflows in the past. 

  • Detail-oriented, creative problem solver who knows the value of Googling when necessary. 

  • People person. Able to maintain a calm demeanor with escalated customers.

  • Resourceful and self-driven. Hungry to learn.

  • Helpful and supportive; willing to dig in and help colleagues or customers alike solve problems with an empathetic approach.

  • Strong verbal and written communications skills.

Bonus Points:

  • Jr. Developer level with reading and writing Python

  • You know your way around a linux terminal 

  • Knowledge of the Django Python framework 

  • Experience diving into a PostgreSQL database with and/or are proficient with Django Shell+

  • Basic understanding of AWS S3

  • Have utilized tools such as Prefect, Honeycomb, Grafana, or Tableau

Applicants must be authorized to work for Any employer in the US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

A list of job experiences and qualification requirements is great, but humility, a performance-driven attitude, and a team-player approach are most important to us. We love to have fun and win in the process. We only hire people who have a passion for building great companies in an environment where a sense of humor is a must.

Let’s talk about us!

This is all about you, but you want to know a little about us. Jellyfish was started in 2017 as a team of three with one big idea: engineering is the core of modern business, so let’s create and manage it that way! With the help of our customers, we have built the first Engineering Management Platform, providing visibility into engineering organizations, their work, and how they operate. We enable leaders to align engineering decisions with business initiatives and deliver the right software efficiently and on time. 

We believe that it takes a diverse team to build the best company we can. Jellyfish welcomes people from all backgrounds and especially encourages applications from members of groups underrepresented in the software industry.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • jQueryLibraries
    • PandasLibraries
    • ReactLibraries
    • AngularFrameworks
    • DjangoFrameworks
    • DockerFrameworks
    • GraphQLFrameworks
    • JupyterFrameworks
    • React NativeFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • TerraformFrameworks
    • Vue.jsFrameworks
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • FigmaDesign
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • DocuSignCRM
    • DriftCRM
    • SalesforceCRM

Location

Our company is in a new beautiful office space overlooking Post Office Square and downtown Boston. We are surrounded by many cafes, restaurants, and shops. Plus, the office is easy to get to with multiple train stops close by and parking underground.

An Insider's view of Jellyfish

What's the biggest problem your team is solving?

Helping engineering leaders improve team outcomes. We think engineering leaders should be data driven when it comes to identifying poor processes, developing a culture of improvement and delivering high quality software. An interesting problem to be working on that can influence teams across many industries and I get to do it with a driven team.

Daniel Boaitey

Software Engineer

How has your career grown since starting at the company?

At Jellyfish, I've gotten to solve technical and operational problems that have grown my career. I started as the first Implementation Engineer and worked with folks across the org to define the implementation function and incorporate it into existing processes. Now, as manager of Onboarding & Implementation, I get to work with a fantastic team.

Sydney Bufkin

Manager, Onboarding & Implementation

What is your vision for the company?

Beyond just creating an exceptional product, my goal is for Jellyfish employees to build on their knowledge and experiences here to found their own companies. I believe in fostering a culture of entrepreneurship and a legacy of “paying it forward.” I hope 15 years from now Jellyfish employees are founders, investors, non-profit CEOs, and more.

Andrew Lau

CEO & Co-Founder

How do you empower your team to be more creative?

As a manager, I empower my team to unleash creativity. By fostering a nurturing environment, embracing diverse work styles, and encouraging change, we generate innovative solutions. Together, we inspire others, push boundaries, and drive the future.

Jevin Koleth

Manager, Customer Success

What are Jellyfish Perks + Benefits

Jellyfish Benefits Overview

Flexible Time Off
Equity
Health Benefits
Outings & Events
Location
Retirement Savings Plan
Parental Leave
Commuter Benefits

Culture
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Remote work program
Diversity
Documented equal pay policy
Highly diverse management team
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Mental health benefits
Financial & Retirement
401(K)
Company equity
Performance bonus
Child Care & Parental Leave
Generous parental leave
Vacation + Time Off
Generous PTO
Paid holidays
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Fitness stipend
Professional Development
Lunch and learns
Promote from within

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