jellyfish - Customer Support Specialist

• 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. • 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 • Familiarity with reading and writing Python • Knowledge of the Django Python framework or other ORMs • 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. • 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.