Jellyvision is hiring a Support Engineer I

Jellyvision’s headquarters is in Chicago, and, post-COVID, many of us will be returning to the Chicago offices (by choice, not requirement -- our philosophy is “Flexible First”).  But this position is also eligible for work by a remote employee out of CA, FL, GA, IL, KY, MA, MI, MN, NY, NC, OH, OR, PA, TX, UT, WA, or WI.

What we do

We’re the proud parents of ALEX®, an interactive employee communications platform that makes choosing (and using) employee benefits easier and more enjoyable. Our credo is a simple one: be helpful. And we think the best way to achieve that is with a staff that reflects the vast range of ideas, perspectives, and experiences of the millions of people who use our products.

Who we are

Jellyvision is committed to continuous evolution and to fostering a more diverse and inclusive workplace where everyone is welcomed, valued, and respected. It doesn’t matter your race, ethnicity, religion, sexual orientation, age, marital status, disability, gender identity, sex, or country of origin...we just want amazing people who are willing to grow along with us.

How You’ll Help

On a day-to-day basis, Support Engineers act as Jellyvision's internal Support team. That means you'll be working directly with Jellyfolk who use the tools and products we make. You'll also be documenting issues and fixes so that the next time an issue pops up, it’s easy for us, or the end user, to address. Most of this job is reactive troubleshooting when an issue pops up.   

Another part of the job involves being proactive and solving issues before they become A Thing. One day, that means making our codebases easier to troubleshoot; the next, you're improving the technical documentation. That means we're looking for folks with an interest in infrastructure, a desire for documentation, and a broad background of technical experience. When you see an opportunity to make someone's work easier (including your own!) by creating a helpful tool, updating a wiki page, or teaching them an easier way, you won't have to wait until a lean sprint to do it. 

What You’ll Do

• Troubleshoot incoming bug reports, to the end of resolving them or preparing them for work by another team    
• Communicate technical information to non-technical audiences 
• Look for opportunities to automate common Support tasks or enable upstream teams to do them instead  
• Manage to regular and minor incidents                 
• Use JIRA, Confluence, and Slack to find answers on your own
• Use in-browser dev tools, logs, and error reports to troubleshoot    
• Keep track of your teammates' bandwidth and offer to take tasks on when needed
• Give timely high-quality feedback to others, positive and negative
• Ask for help when needed
• Give feedback for Support processes

Experience & skills you’ll need

• 2+ years of experience in technical support / troubleshooting

Support Engineers need to be generalists, able to poke at every part of the stack. While you don't need to come in the door with extensive knowledge of everything listed here, the more of them you've encountered the better:                

Frontend 

• Javascript, the DOM, Web APIs, and HTTP
• Nice to have: Familiarity with React/Redux

Databases: 

• Querying complex databases and using querying languages
• Understanding of JSON files 

Backend: 

• Ruby and Ruby on Rails
• NodeJS
• HTTP

Other

• Command line

Skills:

• Action-oriented
• Communicates effectively
• Decision quality
• Interpersonal savvy
• Manages complexity
• Resourcefulness
• Tech savvy 

Thanks for your interest in Jellyvision!