Technical Support Engineer

Summary

The job is for a Technical Support Engineer at Dailymotion, with the main responsibility being to support clients and resolve their technical issues. The position requires at least 2+ years of experience as a developer or 3+ years as an advanced support technician in a SaaS environment, proficiency in English and French, and various technical skills.

Requirements

• At least 2+ years of experience as a developer or 3+ years as an advanced support technician in a SaaS environment
• Experience in problem resolution in a SaaS environment with the Agile methodology
• Experience working with APIs
• Professional or self-taught experience and knowledge in HTML / CSS / JavaScript
• Experience using logs for troubleshooting (Datadog, Kibana, etc.)
• Ability to learn and continuously improve technical skills

Responsibilities

• Interact with clients and professional clients to handle advanced support requests and integration within the service level agreement (SLA)
• Investigate, diagnose, and resolve client issues using technical tools (database queries, log systems, etc.) and identify solutions for resolving their problems
• Follow up on requests, from reception to resolution, and assist the team in following up on advanced technical subjects
• Escalate issues based on their technical priority and commercial importance, and coordinate with various teams and levels
• Stay updated on product changes, participate in change management processes, and anticipate potential problems
• Create new internal knowledge base documentation and customer support documents, and improve existing ones in collaboration with the support writers

Preferred Qualifications

Experience in a hybrid work environment (4 types of remote work: Full office, Flex office (1/2 days remote), Flex remote (1/2 days in the office), Full remote + possibility of working 3 months abroad)

Benefits

• Employee living culture (events, training, parties, team building, Dailymotion traditions...)
• Career development support (training, internal mobility, compensation cycle, 360° evaluation...)
• Healthcare services and high-end personal services (CESU)
• Paid vacations - RTT and savings time plan (CET)
• Meal vouchers - Transportation and bicycle reimbursement
• European Economic and Social Committee (sports subscription/cinema tickets/gift vouchers/discounts)
• Fitness subscription through our Gimlyb partnership