Focus on our API product area, which spans across all Vimeo products, to handle, help triage, and resolve escalated issues and cases requiring highly customized responses and/or additional troubleshooting
Review customers API Setup Issues/Inquires and implementation of Vimeo SDK s/Libraries with their/3rd Party Applications.
Perform support specific responsibilities with a significantly higher level of autonomy, accountability, and confidence, providing feedback and assist as needed to more junior support roles
Respond to customers in a prompt and professional manner
Take a proactive stance in approaching ticket replies as well as broader user issues
Expertly triage, troubleshoot, and identify trends based on incoming ticket volume
Monitor reported issues and own them all the way from initial troubleshooting and communication to final closure with affected users
Monitor and assist in reporting pain points, feature requests, and additional feedback
Respond to internal escalations and questions from other teams in Slack or email
Assist in documenting troubleshooting procedures for complex features or bugs
Review our Internal Knowledge Base, Help Center articles, and macros to collaborate with our Knowledge Management team
Run point on outages, update our public-facing status page and support team
Knowledge
Video editing software including certified-level knowledge of at least one NLE software.
Passionate around video editing and has experience in at least one piece of professional software (such as Adobe Premiere, Sony Vegas, Apple FCP, Davinci Resolve, or Avid Media Composer)
Skills
2+ years in a support/customer service role
Expert technical skills, including developed knowledge of and experience with APIs, developer relations, advanced troubleshooting, and code.
Experience with interacting and parsing data from RESTful web services
Experience with client side API tools(Postman, Curl, etc..)
Knowledge of the Unix/Mac Command line and editing tools(ex. vi, nano)
Ability to read through and understand PHP and/or JavaScript
Ability to quickly analyze, reproduce, and summarize issues that require escalations and/or Bugfixes.
Excellent written and spoken english communication skills
A quick learner, that thrives in a fast paced, high energy environment
Ability to support our global customer base in a 24/7/365 environment
Experience and ability to provide support in a omni-channel environment, providing support via tickets, phone and chat
Experience with Zendesk/Jira or other ticketing systems a plus.
