Associate Operations Technician

| New York, NY, USA
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Hybrid 3x a week- New York, NYC:

In-office Expectations: This position is hybrid in-office, with the ability to work remotely for up to 2 days per week.

As an Editorial Operations Associate Technician, you will be responsible for supporting over 3500 independent contractors and staff with an emphasis on providing support to end-users of the Dotdash Meredith publishing platform. 

You will help resolve L1/L2 technical issues or other matters that may impede their ability to update, edit, or create content. You will use your strong communication skills to translate technical terms for everyday use and to help manage the flow of information between staff and contractors. This role is in NYC.

About Your Contributions:

  • Answer Level 1 and Level 2 support questions and resolve technical issues raised by the users of Dotdash Meredith’s bespoke digital publishing platform in a timely fashion

  • Accurately and efficiently assess problems and determine if they can be resolved independently or escalate to Level 3 as needed

  • Develop first-hand domain knowledge about how tools are used across an extensive publishing platform ecosystem

  • Use experience and intuition to analyze reported issues and diagnose root causes

  • Track users’ needs and pain points; being responsible for effectively representing the Voice of the Users to the product teams

  • Learn, manage, and add to the substantial library of documentation unique to Dotdash Meredith’s digital publishing platform

  • Define and diagnose publishing platform bugs for resolution by product teams and internal development teams

  • Test fixes for issues and bugs and new features in beta before release to end users in production. Ensure results fit with end users’ requirements

  • Help manage product lifecycle and communicate product updates and announcements to users

  • Internalize and identify gaps in our support runbooks

  • Create and regularly update documentation around current issues

  • Assist the Editorial Operations team with onboarding users to the publishing platform via our proprietary user management system

  • Help the product team with training new publishing platform users

About You:

  • Exceptional troubleshooting, communication, and organizational skills

  • Ability to work in a fast-paced, dynamic environment

  • Strong writer, capable of translating technical prose into easy-to-understand documentation

  • Working knowledge of HTML, email protocols, browser standards, networking, and common internet protocols such as TCP/IP, and the major operating systems

  • Proficient with MS Office and/or Google Docs

  • Experience with support ticket systems (e.g: Zendesk or JSM) and office productivity software (e.g.: Airtable, Confluence/Jira, Asana)

  • Familiarity with online publishing, such as content creation, and curation, is preferred

  • Experience working in a modern corporate environment is preferred

  • Proactive, flexible team player with a sense of humor and entrepreneurial energy, able to adjust priorities quickly and take ownership in a fluid and fast-moving environment.

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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • TypeScriptLanguages
    • DockerFrameworks
    • GraphQLFrameworks
    • KafkaFrameworks
    • KubernetesFrameworks
    • Next.jsFrameworks
    • Node.jsFrameworks
    • ScikitFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • TerraformFrameworks
    • Vue.jsFrameworks
    • Vue.jsFrameworks
    • BigQueryDatabases
    • ElasticsearchDatabases
    • AWS (Amazon Web Services)Services
    • Google CloudServices

Location

225 Liberty St, New York, NY 10281

An Insider's view of Dotdash Meredith

What projects are you most excited about?

Atomic design is in our DNA at Dotdash. We're striving to have the dev and design teams work closer together and use a single source of truth for how components are pieced together using predefined molecules and atoms. This is exciting and innovative work that is helping us scale at an incredible rate and deliver on our promise of fastest sites!

Brian

Manager, Front-End Development

How do you empower your team to be more creative?

We do quite a few things to encourage creativity like hackathons, design sprints, and "Unconferences". That said, I think the most meaningful thing we do is to encourage teams to be autonomous. Having control and ownership over their respective applications gives our team members the freedom to explore ideas to solve their own problems.

Nabil

CTO

What are Dotdash Meredith Perks + Benefits

Culture
Open door policy
Team based strategic planning
Pair programming
Open office floor plan
Employee resource groups
Employee-led culture committees
Hybrid work model
In-person all-hands meetings
Summer hours
Flexible work schedule
Remote work program
Certain roles in some of our orgs can be designated as fully remote. Please see the job description for more information.
Diversity
Dedicated diversity and inclusion staff
Highly diverse management team
Diversity manifesto
Diversity employee resource groups
Hiring practices that promote diversity
Diversity recruitment program
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Financial & Retirement
401(K) matching
Dotdash Meredith matches 100% of an employee's contributions up to 5% of their annual base salary.
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation + Time Off
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Company-sponsored happy hours
Recreational clubs
Mother's room
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours

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