Remote à France

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 Operationteam 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.

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.

About your experience :

• At least 3years in advanced technical support within a SaaS environment.
• Proven experience troubleshooting in a SaaS environment using Agile methodology.
• Experience working with APIs.
• Professional or self-taught experience in HTML / CSS / JavaScript.
• Experience using logs to identify and resolve issues (Datadog Kibana etc.).
• Experience using AI in a professional environment is a plus (agent & prompt configuration automate tasks or improve your skills using AI)
• Ability to continuously learn and improve your technical skills.

• Languages Fluent in English and French with excellent written and spoken communication skills.
• Customer-Oriented Able to reassure guide and deliver clear explanations to customers even on complex technical topics.
• Tech-Savvy Comfortable understanding technical products and troubleshooting issues in collaboration with internal teams.
• Organized Skilled at structuring workflows managing priorities and ensuring operational efficiency.
• Analytical & Proactive Strong ability to identify support trends suggest improvements and anticipate customer needs.
• Team Player You work effectively with cross-functional teams (Support Product Engineering Design) to align on solutions.
• Problem-Solver Ability to remain composed in fast-paced environments focused on finding practical and efficient resolutions.

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)

Want to learn more about us :

New-York office - BuiltIn

Offices in France - Welcome to the Jungle

Our articles

Remote Work : No

Employment Type : Full-time

Key Skills

Database,Jira,Linux,Bank,Java

Department / Functional Area : Operations

Experience : years

Vacancy : 1