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Technical Support Manager, Platform

| Greater NYC Area

Vimeo is home to the world's most awe-inspiring videos and an amazingly talented community of creative professionals. We're also one of the leading providers of video hosting services to enthusiasts, creatives, and businesses alike.

Our advanced platform and passionate members are matched by an equally remarkable Support + Community team, who provide expert assistance on topics like video playback, compression, uploading, and embedding.

We are looking for someone with strong customer service sensibilities and a knack for technical troubleshooting to provide email-based support to customers with issues using the Vimeo platform and ticket bugs with precision for our engineers to fix.

What you’ll do:

  • Manage a queue of cases about the Vimeo platform, escalated from our remote teams
  • Respond to users in a prompt and professional manner
  • Vet and ticket bugs reported by users and staff
  • Assist in documenting troubleshooting procedures for technically complex site features
  • Track feedback about platform product pain points and feature requests
  • Contribute to reports about recent platform product launches
  • Be a fantastic liaison for Community team when collaborating with internal teams

Skills & knowledge you should possess:

  • 2+ years in a support or community management role
  • Excellent written communication skills
  • Customer service experience and a refined philosophical approach for maintaining customer relationships
  • You have a knack for investigating issues with the site when it’s not working as expected, and determining the cause of those issues
  • Great instincts for how to represent Vimeo publicly
  • Experience in bug vetting and ticketing systems is a plus
  • Familiarity with Vimeo as a platform for hosting online video

About us:

Vimeo empowers video creators to tell exceptional stories, and connect with their audiences and communities. Home to more than 80 million members in over 150 countries, Vimeo is the world’s largest ad-free open video platform, providing powerful tools to host, share and sell videos in the highest quality possible. Vimeo is based in New York City, with additional offices in Europe and India. Vimeo is an operating business of IAC (NASDAQ: IAC). Learn more at www.vimeo.com.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • RubyLanguages
    • SwiftLanguages
    • GroovyLanguages
    • D3JSLibraries
    • FluxLibraries
    • jQueryLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • TensorFlowFrameworks
    • TorchFrameworks
    • ElasticsearchFrameworks
    • WebpackFrameworks
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • LocalyticsAnalytics
    • LookerAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • ConfluenceManagement
    • JIRAManagement
    • WordpressCMS
    • SalesforceCRM
    • MarketoLead Gen

Location

Vimeo is home to a highly ambitious, super innovative, and lovingly hilarious team. Come find us working hard and laughing loads at our HQ in Chelsea.

An Insider's view of Vimeo

What are some social events your company does?

Vimeo loves to break it down on the dance floor so it's tradition to make sure that happens! Events cater to a variety of interests and lets you try something new with your Vimeo family. From karaoke to channel your inner Celine, scavenger hunts for the adrenaline rush, to paint nights that let your creative genius shine - we do it all with loveo!

Tenniel

HR Manager

What projects are you most excited about?

We just moved our main serving stack to a cloud environment, so now we get to modernize our infrastructure to take advantage of that: we get to take everything apart and put it back together in a more automated, reliable, and sustainable way.

Mike

Lead Site Reliability Engineer

What unique initiatives do you have that encourage innovation?

We believe the best ideas come from anywhere. Our biggest product launches have come from Vimeo Jams (hackathons), Creator Lab experiments, contributing to open source protocols, engaging our community, and crowdsourcing across the company. Innovation isn’t a buzz word to us – it's how we push the boundaries of storytelling and empower creators.

Anjali

CEO

How do you collaborate with other teams in the company?

At Vimeo, collaboration takes many shapes and forms. It could be a simple direct message, it could be pulling up a chair and code-pairing, or it could be a team meeting. The key is being able to easily and efficiently collaborate from department to department. Vimeo provides all the tools necessary to make that happen.

Dan

Front-End Engineer

What are Vimeo Perks + Benefits

Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Pet Friendly
Recreational Clubs
Relocation Assistance
Fitness Subsidies
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
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