Product Support Specialist

About Vimly At Vimly, our mission is to provide the most comprehensive and reliable suite of Benefits Administration solutions for multi-employer and complex group arrangements. That's a tall order. We need passionate, team-oriented staff members who want to excel, work hard and grow while having fun at the same time. Job Description When something breaks, behaves oddly, or doesn’t match what a customer expects, PSUP is the team that investigates, figures out what went wrong, and gets it routed to the right group. That means triaging incoming issues, digging into data and logs to find root causes, communicating clearly with internal teams about status and timelines, and documenting what happened. The best people in this role don’t just close tickets. They spot patterns, flag recurring pain points, and push for permanent fixes instead of quick patches. Every issue you resolve protects a customer’s experience and the trust we’ve built with them, so the speed, accuracy, and clarity of your work directly shape how customers feel about us. You work on your own and as part of the team. You will report to the Product Support Manager. You own each issue until it is resolved Work your assigned tickets in JIRA, know each one well, and keep quality high through resolution. Act as the support liaison between customers, partners, product management, tech support, operations, and Implementation Project Managers. Assess how customer change requests affect current feeds and customer configur