Director of Technical Support, Jellyfish
Engineering team management platform
Job no longer available
Engineering team management platform
201-500 employees
Job no longer available
201-500 employees
Company mission
To make engineering leaders’ lives better by elevating the practice of engineering management.
Role
Who you are
- 7+ years of leadership experience in technical support, customer success, or a related field, with 3+ years in a global senior leadership role (leading other leaders)
- Proven track record of managing and scaling global technical support teams in a SaaS or DevOps-focused company. Experience with integrating with customer-managed products is a plus
- Familiarity with development methodologies and developer tool ecosystem (e.g. Jira, Git, CI/CD tools, etc.)
- Knowledge of DevOps tools, cloud platforms (AWS, Azure, GCP), and related technologies (Python, React, Pandas) a plus
- Exceptional leadership, communication, and organizational skills
- Strong problem-solving and decision-making abilities with a customer-first mindset
- Proficiency in managing support tools and platforms (e.g., Zendesk, Salesforce, Jira)
- Ability to work effectively in a fast-paced, high-growth environment
- Bachelor’s degree in Computer Science, Engineering, or a related field (or equivalent experience)
What the job involves
- We are seeking an experienced and visionary Director of Technical Support to lead our world-class technical support organization and help us build for the future
- In this role, you will define and execute the strategic direction for customer support, build and mentor a high performing team, drive innovation and operational efficiency, and act as a key advocate within the company to ensure our customers receive exceptional service every time
- Develop and implement a technical support strategy aligned with the company’s goals and customer success vision
- Build, mentor, and inspire a high-performing team of support engineers and managers (L1-L3), including a small custom development team
- Establish and manage scalable processes to support growth across multiple time zones and regions
- Define key performance indicators (KPIs) to measure the success and quality of the support organization
- Act as the voice of the customer, partnering with product, engineering, and sales teams to address customer needs and feedback
- Build strong relationships with customers, especially enterprise clients, to ensure their success with Jellyfish products
- Drive customer satisfaction, retention, and loyalty through exceptional support experiences
- Oversee the day-to-day operations of the technical support team, ensuring timely resolution of customer issues
- Continuously refine and optimize workflows, ticket management (Zendesk), and escalation processes
- Implement advanced tools, technologies, and methodologies to improve operational efficiency and response times
- Collaborate with cross-functional teams to streamline the handoff process between technical support and other departments
- Ensure the support team is equipped with in-depth knowledge of Jellyfish’s platform and related technologies
- Develop and deliver training programs to foster technical growth and knowledge sharing within the team
- Stay updated on industry trends, emerging technologies, and best practices to maintain a competitive edge
Our take
Engineering leaders are often left in the dark when it comes to exactly what their teams are doing when developing new products. This was a source of frustration shared by the founders of Jellyfish, who had similar visibility issues when running their own engineering and product teams.
Its platform attempts to do for engineering team leaders what CRM systems have done for sales teams. It aims to keep managers in the loop around projects, including the productivity of individual engineers, where time and resources are spent, and whether products are on schedule.
The company has a long list of customers including Toast, Medium, DataRobot, Digital Guardian, New Relic, and Mastercard subsidiary SessionM. The global transition to remote work saw a surge in business for Jellyfish, which has led to an increase in its headcount and further revenue growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
5% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Feb 2022
$71m
SERIES C
Jan 2021
$31.5m
SERIES B
Total funding: $117.2m
Company benefits
- Hybrid Work Environment: While we have an office in Boston, MA, we enjoy a hybrid work environment. We don’t have a company-wide policy on the days required to be in the office. We have many fully remote employees around the US and in Boston. What’s important is getting the work done and learning from each other, over where you’re located
- Outings and Events: We’re all about building solid relationships, and we love to have fun while we’re at it! Whether trying out new restaurants together, catching a Red Sox game, or taking a cooking class, our team outings are a great way to bond with your colleagues
- Time Off: Time away from work is essential for everyone, which is why we offer Flexible Time Off so you can take the time when you need it. We also have 13 company holidays and encourage everyone to take time off for religious or cultural holidays that aren’t in our schedule
- 401(k) and Financial Wellbeing: We offer both Traditional and ROTH 401(k) retirement savings plans. We also have periodic financial education webinars and opportunities for you to meet 1-1 with a Certified Financial Planner to make sure you’re on track to meet your financial goals
- Equity: On top of a competitive salary, we offer stock options so you can be a part of Jellyfish’s future success. We want you to have a stake in what we’re creating here
- Health Benefits: We believe in caring for our employees and their families, so we offer a competitive benefits package that includes top-notch medical, dental, and vision coverage. You can rest assured that you and your loved ones are covered with our comprehensive plan
- Parental Leave: Bringing a new family member home is an exciting time, and we want you to be fully present for it. We offer paid parental leave to help you care for your loved ones during this special time. Parents also support one another in our dedicated #parents Slack channel
- Commuter benefits: If you choose to go into our Boston office regularly, you can pay for your commute to and from work using pre-tax dollars with our commuter benefits program or pre-tax dollars to pay for parking near the office or at a Commuter Rail stop
- Pet Insurance: Pets are just as much a part of your family so we offer discounted pet insurance to our employees through Wishbone
- Employee Resource Blooms: Belonging is an important part of doing your best work. These ERBs provide support and community for employees: Out at Jellyfish, Jellyfish of Color, and Women of Jellyfish
Company HQ
Financial District, Boston, MA
Leadership
Philip Braden
(Co-Founder)Philip worked as a Consultant for 4 years before 7 years at Endeca and working as VP of Product at Vocus. They left their role of 4 years as a Fishbowl Marketing Manager to co-found Jellyfish in 2017.
David Gourley
(Co-Founder)David studied at UCB before working at Inktomi, Endeca, and Ludic Labs for 15 years. They spent 4 years at Groupon, moving from VP Product and Engineering to founding Jellyfish.
Andrew Lau
(Co-Founder & CEO)Having studied at MIT, Andrew founded Broadway Commerce in 2009, before being a Redstar Entrepreneur in Residence and founding LoopIt. They left their CSO role at Nanigans in 2014 to co-found Jellyfish as CEO in 2017.
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