Customer Support Specialist



Customer Service
Boston, MA, USA · Remote
Posted on Thursday, May 23, 2024

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.