Technical Support Engineer - CDD, 1 an (All Genders)
DailymotionCompany Description
Dailymotion is more than a video app, it's a visual conversation in motion, based on a unique algorithm designed to broaden users' horizons. Dailymotion brings nuance to the debates that animate young people and puts listening, discovery, and kindness back at the heart of interactions to help build a better and safer Internet.
Dailymotion is also "Dailymotion Pro", a video hosting and broadcasting solution for professionals in all sectors; and "Dailymotion Advertising", a powerful, proprietary video advertising platform, offering a high-quality, secure environment for brands.
Our team is made up of 400 people in France, New York, and Singapore, all united by the same ambition: to visibly shake up the global video platform ecosystem.
What brings us together?
At Dailymotion, our team of talented individuals from over 40 nationalities embraces four core values every day:
- Opening perspectives - We are building bridges between different sides of the spectrum. We believe in freedom of speech, inclusivity, and a mix of cultures.
- Building a safer world - Empathy is the key to understanding alterity. Caring for each other is our driver to creating a safe community.
- Making bold moves - We are ambitious challengers. We are making against-the-flow choices to make visible changes in the platform's ecosystem
- Creating meaning - We spark joy and curiosity, we feel good about what we do and we want everyone else to feel the same fulfillment
Job Description
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 Operation team 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.
Key Responsibilities
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.
Qualifications
About your experience:
- At least 3 years 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.
About You
- 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.
Additional Information
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) - 1 year
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