Support Specialist III (L3, Customer Support)

Job Description

• Rely on internal documentation to handle complex live video, content management, and network troubleshooting escalations for Vimeo, Vimeo Live, and OTT clients
• Provide end-user guidance and recommendations, activation, account modifications, configuration, testing, problem identification and resolution
• Stay up to date on product launches, changes in policy, known issues, pain points, and feature requests specific to the live streaming product line, and follow protocols to track them
• Provide prompt and courteous support, across all support channels (email, chat, forums, social media, phone)
• Be the escalation point for live video support tickets along appropriate paths as outlined in internal resources

• 3-5+ years of experience in product support
• Minimum 3-5 years of supporting video software applications, with at least 3 years of video or comparable digital broadcast troubleshooting experience
• Minimum 2-3 years of providing technical support via phone with demonstrated experience handling moderate-to-high phone call volume
• Strong and verifiable knowledge of customer support processes and techniques
• Solid understanding of internet technologies including browsers, networking, firewalls & proxy servers
• Strong technology background with a comprehensive knowledge of Internet, Mobile and Digital Online Media technologies such as networking, servers, etc
• Meaningful experience with online video and of video encoding applications
• Deep-rooted knowledge of digital video streaming protocols (RTMP, HLS, DASH, etc)
• Strong understanding of live video production workflows including audio mixing, Multicam switching, simulcasting, and remote broadcasting
• Strong background in HTML & CSS (familiarity with JavaScript is a plus)
• Significant experience working directly with Engineering and Product Teams to triage difficult tickets and provide best-in-class customer experience
• Remains cool under pressure, especially when interacting with high-priority customers

Nice to have

• Experience with Salesforce/Oracle/Zendesk support ticketing systems
• BE/BTech/MCA
• Experience in live video production and editing

About us:

Vimeo is the world’s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 200 million users — from creatives to entrepreneurs to the world’s largest companies.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

Learn more at www.vimeo.com

Learn more at www.vimeo.com/jobs

Vimeo (NASDAQ: VMEO) is the world’s leading all-in-one video software solution. Our platform enables any professional, team, and organization to unlock the power of video to create, collaborate and communicate. We proudly serve our growing community of over 260 million users — from creatives to entrepreneurs to the world’s largest companies.

Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We’re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

Learn more at www.vimeo.com

Learn more at www.vimeo.com/jobs