Customer Support Specialist, Jellyfish

• Technical support foundation: prior hands-on support experience with strong logical triage and debugging skills
• Resourceful problem solver: detail-oriented and creative in using available tools and information to identify solutions
• Triage expertise: rapidly assesses issues, follows the right process, stabilizes impact, communicates to key stakeholders, prevents escalation, documents actions, and drives both immediate workarounds and long-term resolution
• Self-starter: highly self-motivated with strong queue management and prioritization skills
• Customer and escalation management: able to manage multiple customer priorities at once, communicate promptly, and effectively use escalation workflows when needed
• AI fluency: experience using AI tools to craft effective prompts, validate outputs, extract key information, and apply insights in practical work across multiple projects
• You are a people person, able to maintain a calm demeanor with any stakeholder, either internal or external, establishing rapport at every step
• Strong verbal and written communication skills
• Willing to dig in and help colleagues or customers alike solve problems with an empathetic extrapolation of key information
• Direct experience with Jira and Git services and workflows, as well as a structural understanding of the basic software development lifecycle (SDLC)
• Understand the functionality of REST APIs (CRUD), credential authorization, how to traverse JSON blobs, ETLs, and have a desire to expand knowledge
• Knowledgeable of HTTP and potential causes of its response codes within web services
• Understanding of bash commands and comfortable navigating via Terminal
• Experience diving into a Postgres database, utilizing Python-esque queries
• Basic understanding of AWS Cloud Services

Desirable

• We’re looking for someone to join our Customer Support organization who can build trust with customers, solve problems effectively, and help create experiences that make Jellyfish indispensable
• In this role, you’ll troubleshoot customer issues, educate clients on features and recommended workflows, support client configurations, and partner closely with our Engineering, Success, and Strategy teams to drive the right outcomes
• Manage a queue of incoming support-related requests and work with your team to prioritize tasks
• Respond to and action on issues, questions, and configuration needs from customers and internal members of the Success team, providing front-line support via email, support ticketing, and Zoom meetings
• Working with internal stakeholders to assess, prioritize, and mitigate issues, who might look like customer success managers, engineers, or fellow team members
• Attend virtual meetings with customers to analyze, troubleshoot, and diagnose problems
• Maintain proactive, engaged ownership and awareness throughout your daily workflow
• Keep customers informed of the status of their open support requests
• Identify, report, and document patterns and feedback on incoming requests and questions, providing useful data to inform the broader Jellyfish organization
• Assist in creating documentation and KB 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 with the team to improve internal processes and pursue side projects that increase efficiency