Technical Support Engineer
il y a 3 jours
About the Role
As part of its growing activities, Dailymotion is looking to enforce its Customer Support team.
As a technical Support Engineer, your objective will be to guide our clients during their onboarding and offer them continuous support along their Dailymotion journey by replying to their product and technical questions.
You will be working among the Operation team and you will have to synchronize and orchestrate with different internal teams (including the Sales team, Product team, Content team, and Engineering team) in order to solve client issues or collect information.
Key Responsibilities
Reporting to the Customer Support Director, you will be responsible for the following:
- Interact with customers and Pro clients to tackle advanced support and onboarding requests within our SLAs
- Investigate, diagnose, troubleshoot clients requests through technical tools (databases queries, logs systems…) and identify solutions to resolve their issues.
- Ensure requests follow-up, from the reception of the request to its resolution and assist the team to follow-up advanced technical topics.
- Escalate topics based on their technical and business priority, and synchronize with stakeholders from different teams and levels
- Stay up-to-date with product changes and updates and can participate to the change management process and anticipate potential issues
- Create new internal documentation (Knowledge Base) and client-side documentation (Help center) and improve existing ones with the Support writers
- Lead initiatives to refine workflows, organize training sessions, and elevate the quality of technical support.
Dailymotion is proud to be an equal employment opportunity and affirmative action employer. We value inclusion and we want you to help us thrive for a more diverse community.
All our job offers are open to people with disabilities or impairments, and we actively encourage everyone to apply. If you have any accessibility needs or require any accommodations for the hiring process, please let us know in advance so that we can make any necessary arrangements.
Location: France
Start Date: ASAP
Contract Type: Temporary contract (CDD) - 1 year
Want to learn more about us:
New-York office - BuiltIn
Offices in France - Welcome to the Jungle
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