Support Specialist II, Customer Support

1 Day ago • All levels

Job Summary

Job Description

The Support Specialist II, API & Developer Support role at Vimeo involves handling and resolving escalated API issues, troubleshooting, and providing customized responses. Responsibilities include reviewing customer API setup issues, implementing Vimeo SDKs, providing expert support, and promptly responding to customer inquiries. The role requires monitoring issues, identifying trends, documenting troubleshooting procedures, and collaborating with the Knowledge Management team. The specialist will also run point on outages and update the status page, and assisting in reporting pain points, feature requests and additional feedback. The specialist will be responding to internal escalations and questions from other teams in Slack or email. The specialist should have a passion for inspiring others to do their best work through clarity of processes and execution. The role requires a candidate that can thrive in a fast paced, high energy environment.

Must have:

Expertise in APIs, developer relations, troubleshooting, and code.
2+ years in a support/customer service role.
Experience with RESTful web services interaction.
Knowledge of Unix/Mac command line and editing tools.
Excellent written and spoken English communication skills.
Ability to analyze and summarize issues for escalations.
Experience with client-side API tools (Postman, Curl, etc.).
Ability to read and understand PHP and/or JavaScript

Good to have:

Experience with Zendesk/Jira or other ticketing systems.
Knowledge of video editing software.

12 skills required

12 skills required for this role

Add these skills to join the top 1% applicants for this job

javascript

jira

php

adobe-premiere

postman

unix

slack

restful-web-services

davinci-resolve

communication

problem-solving

video-editing

Job Details

Support Specialist II, API & Developer Support

Vimeo’s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to join our API Developer Support efforts. The ideal candidate will thrive in a fast-paced environment and have a passion for inspiring others to do their best work through clarity of processes and execution.

Our advanced platform and passionate customers are matched by an equally remarkable Support team who provide expert assistance on topics like video playback, compression, uploading, embedding, distribution, subscription management, and using our apps.

This role will report to Manager, Customer Support and will contribute directly to Vimeo’s API Support efforts – with focus on troubleshooting and responding to escalated API issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support.

What you’ll do:

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

About Us:

Vimeo (NASDAQ: VMEO) is the world's most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users – from creative storytellers to globally distributed teams at the world's largest companies – whose videos receive billions of views each month. Learn more at www.vimeo.com.

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.