{"id":3192039,"url":"https://alion.io/job/vimly-product-support-specialist","title":"Product Support Specialist","company":{"id":4420285,"name":"Vimly","domain":"vimly.com","url":"https://alion.io/company/vimly","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"BambooHR","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Seattle, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":57000,"max_usd":145000,"period":"year","method":"role_country_seniority_unknown","sample_n":2276},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Excel","optional":false},{"name":"MuleSoft","optional":false},{"name":"PostgreSQL","optional":false},{"name":"SQL","optional":false},{"name":"Apex","optional":true}],"status":"closed","first_seen_at":"2026-10-23T00:00:00Z","employer_posted_date":"2026-10-23","last_verified_at":"2026-10-29T20:52:31Z","board_verified":false,"closed_at":"2026-10-29T20:52:31Z","days_open":6,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":6},"description":"About Vimly\nAt 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.\nJob Description\nWhen 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.\nYou work on your own and as part of the team. You will report to the Product Support Manager.\nYou own each issue until it is resolved\nWork your assigned tickets in JIRA, know each one well, and keep quality high through resolution.\nAct as the support liaison between customers, partners, product management, tech support, operations, and Implementation Project Managers.\nAssess how customer change requests affect current feeds and customer configuration. Then carry the changes out through the Product Support change process.\nLearn the Vimly environments and EDI tools available to you.\nTrain internal teams on EDI processes and file troubleshooting.\nTake ownership of customer and partner issues and follow through until they are done.\nInbound EDI\nThis role will focus primarily on Inbound EDI and will be cross-trained in other core modules.\nComplete a daily list of monitoring and troubleshooting tasks, including confirming that every expected file arrived and processed.\nMonitor inbound 834 and CSV files in XPA (the Inbound EDI Browser) so each file moves through every processing step to completion.\nResearch and fix stuck or failed files, including segment count errors, header problems and missing segments.\nReview the Audit, Exception and Drop reports for each file, and follow up on anything that needs action.\nTurn hard file errors into Product Support tickets with enough detail to resolve them.\nFor new groups, work with Delivery on setup requests and complete the assessment form.\nBuild and audit Companion Guides, including checking auto-generated ones for mistakes.\nCoordinate SFTP setup with IT, including keys, IP addresses and folders.\nConfigure new intakes in XPA, including mapping custom HD03 and HD04 codes.\nTest files, track errors and give trading partners clear, specific feedback.\nWork with the COEEDI team on final testing, and approve a file for production only when it meets the standard of under 2% errors.\nFor renewals and open enrollment, plan renewal timing with vendors so the open enrollment file arrives after our configuration is ready.\nUpdate Companion Guides and plan year dates.\nChange salary and other settings for open enrollment, then set them back afterward.\nHandle changes between single-employer and multi-employer files through the Product Support change process.\nWhat you bring\nRequired\nAssociate's degree. We will consider equivalent work experience in place of the degree.\n2 or more years in EDI, direct customer contact, system configuration, technical deployments or a related role.\nA working understanding of EDI standards and file types, such as 834 enrollment files. You can read file layouts and interpret error reports.\nFamiliarity with secure file transfer (SFTP) and other file-based integrations.\nStrong attention to detail and comfort comparing files line by line.\nClear, professional writing for vendors, employers and internal teams.\nComfort with JIRA and with tracking many projects at once.\nA basic understanding of Salesforce.\nA working understanding of SQL and PostgreSQL to research and validate inbound data.\nA basic understanding of HTML and XML editing.\nProficiency in Microsoft Excel, Word, PowerPoint and Visio.\nHelpful\nKnowledge of benefits administration, including enrollment, eligibility and carrier data exchange.\nKnowledge of COBRA, class-based coverage and open enrollment.\nExperience with integration platforms such as MuleSoft.\nWhat will help you excel\nAlignment with Vimly's core values and strategic goals.\nExcellent verbal, written and presentation skills.\nStrong client-facing and interpersonal skills, with customers, partners and internal divisions.\nStrong planning and organizational skills.\nImpeccable attention to detail and follow-through.\nAbility to multi-task and perform well under pressure in a fast-moving, team-oriented environment.\nCritical thinking, and the ability to challenge others and drive productivity while keeping strong business relationships.\nWhat we offer\nPay Range: $25.64 to $30.77. This role is non-exempt and eligible for approved overtime. Actual compensation offered may vary depending upon many factors, including a candidate's skills, qualifications, experience and location.\nComprehensive benefits plan","description_format":"text","description_chars":5277,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"associate","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-24T02:19:07Z"},{"event":"close","at":"2026-10-29T20:52:31Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/vimly-product-support-specialist","json_url":"https://alion.io/job/vimly-product-support-specialist.json","meta":{"generated_at":"2026-10-30T13:31:28Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"search","counted_by":"address","units_charged":0,"used_today":0,"day_limit":null,"remaining_today":null,"minute_limit":null,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4420285},"rest":"https://alion.io/mcp/rest/get_company?id=4420285"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fvimly-product-support-specialist"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fvimly-product-support-specialist"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fvimly-product-support-specialist"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/vimly-product-support-specialist\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fvimly-product-support-specialist"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3192039}},{"tool":"search_jobs","arguments":{"company":"vimly.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3192039},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. 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