Customer Support Specialist at Jellyfish in Remote

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - Familiarity with reading and writing Python - Knowledge of the Django Python framework or other ORMs Required Skills: Technical support, Logical triage, Debugging, Queue management, AI tools usage, Jira, Git, Software development lifecycle, REST APIs, Credential authorization, JSON, ETL, HTTP, Bash, Terminal navigation, Postgres, Python queries, AWS Cloud Services, Customer management, Escalation management, Empathy