Technical Support Engineer - CDD All Genders H/F - Dailymotion

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 fulfillmentAbout the Role

As part of its growing activities, Dailymotion is looking to enforce its Customer Support team.

As a Senior 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.

Your seniority and technical expertise will enable you to mentor the team, helping them to expand their technical knowledge and guide them to improve the follow-up on the most complex tickets.

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
- Can participate to RFPs and define solutions that take into account tradeoffs between technical, business and product needs
- Lead initiatives to refine workflows, organize training sessions, and elevate the quality of technical support.

About your experience:

- At least 2 years of experience as a developer or 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:

- Fluent in English and French (spoken and written).
- Investigator - you enjoy solving problems and digging into technical issues.
- Mentor - you like spending time explaining processes or technical topics to others.
- Communicator - you're comfortable summarizing, documenting, or explaining complex situations and aligning people with different skill sets.
- Service-oriented - you enjoy helping others and guiding them toward solutions.
- Team player - you collaborate easily with many people and always think collectively.
- Ability to remain composed in fast-paced environments - you can stay composed and make scalable decisions, even in urgent situations.