[Remote] Customer Support Specialist

Note: The job is a remote job and is open to candidates in USA. Jellyfish is a company that enables leaders to effectively build AI-integrated engineering teams. They are seeking a Customer Support Specialist to troubleshoot customer issues, educate clients on features, and collaborate closely with various teams to ensure positive outcomes.

Responsibilities

• 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

Skills

• Prior hands-on support experience with strong logical triage and debugging skills
• Detail-oriented and creative in using available tools and information to identify solutions
• 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
• Highly self-motivated with strong queue management and prioritization skills
• Able to manage multiple customer priorities at once, communicate promptly, and effectively use escalation workflows when needed
• Experience using AI tools to craft effective prompts, validate outputs, extract key information, and apply insights in practical work across multiple projects
• 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
• 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
• Authorized to work for any employer in the US
• Familiarity with reading and writing Python
• Knowledge of the Django Python framework or other ORMs

Company Overview