Support Specialist III, Customer Support

Support Specialist III (Live) 

Location: India

About the Role:

Vimeo is seeking a highly skilled Support Specialist III with a passion for technology and a dedication to client satisfaction. You'll be a key member of our Support Team, resolving complex technical challenges and providing expert guidance to our most valued clients in a fast paced environment. 

This role will report to the Senior Customer Support Manager and will contribute directly to Vimeo’s Sales Assisted Support efforts –  focusing on the Live product area (live streaming, events, venues). 

Vimeo Support operates in a 24/7/365 environment. This role requires availability to work in shifts during US business hours (9AM - 6PM, 7 days a week), with the understanding that internal coverage may extend beyond these hours.

What you’ll do: 

• Supporting Sales Assisted and Self Serve Customers: Provide high level support to our Sales Assisted customers, handling their inquiries via tickets, phone calls, and messaging platforms. Own the issue from first response through to resolution, ensuring timely and effective solutions. When Sales Assisted ticket volume allows, contribute to supporting our self-serve customers driving down overall volume.
• Subject Matter Expertise: Develop a deep understanding of Vimeo's Live product area and become a trusted advisor for our customers, driving product success and user satisfaction.
• Dedicated Enterprise Support Specialist (DESS): Become a trusted advisor for a portfolio of Platinum SA clients (approximately 8 per Specialist), building strong relationships and understanding their specific needs. Client assignments will be based on region and your area of expertise.
• Standby Support: Offer dedicated support for critical implementations and events, including kickoff meetings and testing calls. Ensure seamless onboarding and ongoing success for our Sales Assisted customers.
• Continuous Improvement: Proactively identify opportunities to improve our support processes and contribute to the development of knowledge resources for both customers and internal teams.
• Cross team collaboration: Work closely with various internal teams from Customer Success and Account Managers to Product and Engineering to drive customer issues to closure. 
• Outage Management: Run point on outages or other severe issues, updating our public-facing status page and updating the global Support team as there are developments.

Skills and knowledge you should possess:

• Must have experience troubleshooting complex technical issues related to live video streaming, including identifying and resolving issues with embed codes, browser compatibility, and network connectivity
• Understanding of the mechanics of live video delivery including end-to-end workflow of live streaming, including encoding formats, streaming protocols and common hardware encoders
• Proven experience in a customer-facing technical support role, ideally within a SaaS environment.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work independently and as part of a team in a fast-paced environment.
• Strong technical aptitude and the ability to quickly learn and adapt to new technologies.
• Experience in an omni-channel support organization, providing support via tickets, phone and chat.
• Experience with Zendesk or other ticketing systems

Bonus points (nice skills to have, but not needed):

• Professional live production experience