We re looking for a Support Specialist I to join our Service Desk team. As the first point of contact for our customers, you ll resolve their questions and issues with empathy, efficiency, and a commitment to delivering a seamless experience across all support channels. What You ll Do: Deliver Outstanding Customer Support: Handle and resolve support tickets across a broad spectrum, with a primary focus on first-touch resolution and quick turnaround times. Provide prompt, courteous, and personalized support across all our channels, including email tickets, messaging and phone. Troubleshoot and Resolve Issues: Use internal documentation to address common issues related to billing, account access, and technical troubleshooting. Escalate complex cases to Product Desk Specialists or Managers when necessary, ensuring a smooth handoff and maintaining a white-glove experience for customers. Master Vimeo s Products and Systems: Develop a strong, practical understanding of Vimeo s offerings (Vimeo, Vimeo Live, and OTT) by exploring and testing the platform. Use this knowledge to confidently resolve 80%+ of incoming tickets without escalation and provide effective troubleshooting and support. Identify and Report Trends: Monitor and identify recurring customer issues, pain points, and trends. Proactively surface these insights to Senior Specialists, Product Leads, or Delivery Managers to drive improvements in our support processes and product offerings. Contribute to Knowledge Management: Report missing or outdated macros, internal knowledge base (IKB) articles, and help center content to ensure our resources remain accurate and up to date. Stay Informed and Adaptable: Keep up with product launches, policy changes, known issues, and feature requests across all product lines. Follow established protocols to track and communicate updates effectively. Work Flexibly in a 24/7 Environment: Be available to work in rotational shifts, including nights, weekends, and holidays, as required by business needs. Capacity Breakdown: 90% Tickets: Handle tickets across multiple support channels, including: Email Phone Messaging 10% Learning: Dedicate time to learning and staying up to date on Vimeo s products, policies, and processes. Skills and Knowledge You Should Possess: BCA, MCA, or BE in Computer Science is preferred. 1-2+ years of experience in customer support with a proven track record of delivering high-quality service. Expert troubleshooting skills, with familiarity in web technology and video-streaming apps. Strong understanding of livestreaming technology, including encoding software and hardware. Working knowledge of HTML and CSS (familiarity with JavaScript is a plus). Excellent written and verbal communication skills in English (B2 or above). Ability to adapt tone and style to match customer needs while maintaining a professional and empathetic approach. Ability to remain calm under pressure, especially when interacting with high-priority customers. Strong problem-solving skills and a proactive approach to learning. Understanding of livestreaming technology along knowledge of different encoding software and hardware Bonus Points: Experience working with Zendesk or similar customer support platforms.

Incident Response Act as the primary point of contact for security incidents detected by the MDR solution. Analyze and triage alerts generated by the MDR platform, prioritizing based on severity and potential impact. Coordinate and manage the incident response process, working closely with the MDR provider and internal teams. Escalate incidents to appropriate internal teams or external parties as needed, following established procedures. Develop and maintain incident response playbooks specific to MDR-related incidents. Track and report on incident response metrics, including detection time, containment time, and resolution time. Collaborate with the MDR provider to optimize detection rules and improve the overall effectiveness of the solution. Security Engineering Conduct security assessments of our systems and infrastructure to identify vulnerabilities and risks, identify risk owners and implement mitigating controls. Implement and maintain security controls, including access controls, Zero trust network access (ZTNA), network segmentation, and security monitoring tools. Design and operate identity management, lifecycle, governance and SSO. Implement and operate cloud security hardening and cloud security posture management across Google cloud and AWS. Develop and maintain security policies and procedures, and ensure compliance with industry and regulatory standards. Collaborate with SRE, AppSec and Information technology around vulnerability management, endpoint hardening, detection and response. Participate in incident response activities, including investigating security incidents and responding to security alerts. Collaborate with development and DevOps teams to implement security best practices throughout the software development and infrastructure lifecycle. Automate security processes using scripting and other automation tools. Stay up-to-date with the latest security threats, vulnerabilities, and technologies. Collaboration with the compliance and privacy team help ensure that our company complies with industry best practices and standards Process improvements help strengthen our own internal processes and procedures. Skills and knowledge you should possess: 4+ years of experience in a security or operations role, preferably in a cloud-based Linux environment. 2+ years experience with container and container orchestration systems Bachelors degree in Computer Science, Information Technology, or a related field, or equivalent work experience. Strong knowledge of security best practices and industry standards, such as NIST, CIS, and ISO. Relevant certifications such as CISSP, CCSP, GCP, or AWS Certified Security Specialty are a plus. Experience with security tools such as IDS/IPS, SIEM, vulnerability scanners, and endpoint protection. Experience with automation tools such as Terraform, Ansible, or Chef. Strong scripting skills using Python, shell, or other scripting languages. Excellent problem-solving skills and the ability to work well under pressure. Good communication and interpersonal skills.Confident working in and across cloud environments like AWS and GCP. Detailed knowledge of at least one cloud environment. Confident with common SDLC components, like git, Jira, Jenkins, etc At least an upper-intermediate level of English Bonus points (nice skills to have, but not needed): Familiarity with common security tools and technologies, such as SIEM, EDR, and threat intelligence platforms

Support Delivery Manager At Vimeo, we re passionate about delivering exceptional customer experiences and ensuring our users receive the highest quality of support. We re looking for a Support Delivery Manager to lead and inspire a team of support professionals, ensuring timely, high-quality responses to customer inquiries while driving operational efficiency and team growth. This role is critical in maintaining our high standards of customer satisfaction and ensuring our support operations scale effectively as Vimeo continues to grow.We believe in championing the customer by putting their needs at the center of everything we do, chasing excellence in every interaction, and owning it by taking responsibility for outcomes. If you re someone who thrives on collaboration, believes in the power of we, and thinks in 10x to drive innovation and impact, this is the role for you. Work Schedule: This is a remote position that requires availability for rotational shifts to support our 24/7 "follow-the-sun" support model. What You ll Do: Deliver Outstanding Support Operations: Lead your team to efficiently resolve customer inquiries across various support channels, ensuring the team consistently meets service level agreements (SLAs), achieves high customer satisfaction (CSAT) scores, and maintains excellent quality standards.Monitor team performance and identify areas for improvement in efficiency, quality, and customer satisfaction.Proactively address emerging trends and challenges in customer support to ensure the team is equipped to provide exceptional service. Lead and Develop Your Team: Manage and mentor a team of support professionals, currently around 10 individuals, each focused on different product areas within Vimeo. Ensure appropriate staffing, training, and development to meet support delivery goals.Conduct regular 1:1s to provide feedback, monitor performance, and champion each team members professional growth.Foster a culture of accountability, collaboration, and continuous learning within the team.Celebrate achievements and proactively address challenges to maintain high morale and engagement. Drive Operational Excellence: Continuously evaluate and improve workflows, tools, and processes to enhance team efficiency and scalability.Collaborate with cross-functional teams to identify and implement automation opportunities that streamline support operations.Take ownership of operational challenges and proactively implement solutions to improve team performance.Collaborate with Engineering and Product teams to escalate critical issues, prioritize bug fixes, and advocate for solutions that improve the customer experience. Handle Escalations with Expertise: Act as the primary point of contact for high-priority escalations, ensuring timely resolution and clear communication with internal and external stakeholders. Analyze and Deliver Operational Insights: Collect and analyze data related to team performance, ticket handling, and support delivery metrics (e.g., SLAs, CSAT, backlog health). Share actionable insights and regular reports with Support leadership to ensure operational goals are met and exceeded. Align Support with Business Goals: Work closely with leadership to align support operations with company objectives, ensuring the team contributes to customer retention, satisfaction, and overall business success. What We re Looking For: A Bachelors degree or JD is required.5+ years of management experience in Contact Center Operations, Customer Service/Technical Support, or similar high-performance teams.Proven ability to manage and grow teams of 5+ direct reports, with strong leadership and mentoring skills.Experience managing asynchronous and synchronous support channels, such as email, messaging, and phone.Experience working with remote teams and fostering effective collaboration.Strong project management skills, including planning, execution, and tracking of operational processes.Analytical mindset with experience interpreting data to identify trends and drive improvements.Proficiency with abilities like Jira, Zendesk, and workforce management platforms.Excellent communication skills in English (B2 level or higher), with the ability to advocate for customers and the support team.Ability to manage multiple priorities, maintain attention to detail, and ensure adherence to policies.A proactive, solutions-oriented approach to problem-solving and process optimization.Alignment with Vimeo s principles: Champion the Customer, Chase Excellence, Own It, Say It, Believe in the Power of We, and Think in 10x. Nice to Have: Technical understanding of live streaming technologies: This includes familiarity with protocols like RTMP, HLS, WebRTC, encoding/decoding processes, CDNs (Content Delivery Networks), and common live streaming platforms (e.g., Vimeo Live, Twitch, YouTube Live). Knowledge of video platforms and their architecture: Understanding of video hosting, transcoding, delivery, playback, and related technologies (e.g., video codecs, players, streaming protocols). Familiarity with platforms like Vimeo, YouTube, and Wistia is a plus. Experience with SaaS environments: This includes understanding of cloud-based software delivery, subscription models, API integrations, and common SaaS metrics (e.g., churn rate, customer lifetime value) Why Join Us Human expression is the most powerful force for change, and video is the most powerful medium for expression. Our workforce has one goal: to help people express themselves. As a Support Delivery Manager, you ll play a key role in ensuring our customers have the best possible experience with our platform. Youll report directly to the Global Director of Support Delivery and have the opportunity to lead a talented team of support professionals (currently around 10 individuals), each specializing in different areas of Vimeos product suite, collaborate with cross-functional partners, and make a meaningful impact on both our customers and our business.We re a highly collaborative team that celebrates successes together and supports each other through challenges. We believe in thinking big (10x) to drive innovation, owning our work to deliver results, and chasing excellence in everything we do. We value work-life balance and strive to create a supportive environment where employees can thrive both personally and professionally. About Us: Vimeo (NASDAQ: VMEO) is the worlds most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users - from creative storytellers to globally distributed teams at the worlds largest companies - whose videos receive billions of views each month. Learn more at www.vimeo.com . Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

Network Engineer III Vimeo s IT Team is seeking a motivated Network Engineer to help support stability and scalability of our on-prem and cloud network infrastructure. The ideal candidate can thrive in a fast-paced, constantly changing environment and bring fresh eyes to new and existing challenges. Working with teams across Vimeo and reporting to the Sr. IT Manager, this role will play a key part in enhancing our cloud network, enabling scalability and ensuring the reliability of our critical interconnected systems. This includes assisting with management of networks build in systems like GCP as well as on-premise networks. Responsibilities: Support in-office Cisco Meraki network infrastructure, including routers, switches, firewalls, and wireless access points. Architect secure and efficient cloud networking solutions across multiple platforms, including GCP, AWS, and Zscaler. Monitor network performance and identify potential vulnerabilities and improvements. Develop and maintain network documentation, including diagrams, configurations, and procedures. Collaborate with other teams and business units to understand their network needs and provide effective solutions. Perform other related duties as assigned. Qualifications: 5+ years of experience in network engineering. Strong understanding of cloud networking concepts and experience with GCP, AWS, and Zscaler. Experience with network monitoring and management tools. Strong communication and interpersonal skills, with the ability to work effectively with teams across the organization. Relevant certifications (e.g., CCNA, CCNP, AWS Certified Solutions Architect, Google Cloud Network Engineer) are a plus.

Support Specialist II, API & Developer Support Vimeo s Customer Support team is searching for a hardworking, technical, passionate, and analytical independent contributor to join our API Developer Support efforts. The ideal candidate will thrive in a fast-paced environment and have a passion for inspiring others to do their best work through clarity of processes and execution. Our advanced platform and passionate customers are matched by an equally remarkable Support team who provide expert assistance on topics like video playback, compression, uploading, embedding, distribution, subscription management, and using our apps. This role will report to Manager, Customer Support and will contribute directly to Vimeo s API Support efforts - with focus on troubleshooting and responding to escalated API issues, contributing towards insights reporting, and collaborating with teammates to ensure the highest quality support. What you ll do: Focus on our API product area, which spans across all Vimeo products, to handle, help triage, and resolve escalated issues and cases requiring highly customized responses and/or additional troubleshooting Review customers API Setup Issues/Inquires and implementation of Vimeo SDK s/Libraries with their/3rd Party Applications. Perform support specific responsibilities with a significantly higher level of autonomy, accountability, and confidence, providing feedback and assist as needed to more junior support roles Respond to customers in a prompt and professional manner Take a proactive stance in approaching ticket replies as well as broader user issues Expertly triage, troubleshoot, and identify trends based on incoming ticket volume Monitor reported issues and own them all the way from initial troubleshooting and communication to final closure with affected users Monitor and assist in reporting pain points, feature requests, and additional feedback Respond to internal escalations and questions from other teams in Slack or email Assist in documenting troubleshooting procedures for complex features or bugs Review our Internal Knowledge Base, Help Center articles, and macros to collaborate with our Knowledge Management team Run point on outages, update our public-facing status page and support team Knowledge Video editing software including certified-level knowledge of at least one NLE software. Passionate around video editing and has experience in at least one piece of professional software (such as Adobe Premiere, Sony Vegas, Apple FCP, Davinci Resolve, or Avid Media Composer). Skills 2+ years in a support/customer service role. Expert technical skills, including developed knowledge of and experience with APIs, developer relations, advanced troubleshooting, and code. Experience with interacting and parsing data from RESTful web services Experience with client side API tools(Postman, Curl, etc..) Knowledge of the Unix/Mac Command line and editing tools(ex. vi, nano) Ability to read through and understand PHP and/or JavaScript Ability to quickly analyze, reproduce, and summarize issues that require escalations and/or Bugfixes. Excellent written and spoken english communication skills A quick learner, that thrives in a fast paced, high energy environment Ability to support our global customer base in a 24/7/365 environment Experience and ability to provide support in a omni-channel environment, providing support via tickets, phone and chat Experience with Zendesk/Jira or other ticketing systems a plus

Software Engineer II (Frontend), India Team and Responsibilities If you are someone who is passionate about the art of programming, cares about clean and semantic code and keeps a tab on new developments in technology then you are the right fit for us! What youll do:Design, and develop software with high quality and take ownership.Work collaboratively with product managementDevelop core IAM platform to power Vimeo authorization Participate in a full development life cycle including planning and code reviews.Build solutions that can easily scale to the demands of Vimeo traffic bursts.Ensure the best technical design and approach with an aim for continuous improvement.Set high technical standards. Skill and knowledge you should possess: B-Tech / MTech in Computer science or equivalent degreeMinimum 3 years of web development experience with React.Minimum 1 years of backend development experience with GoLang/PHP/Java and other languages (PHP preferred).Strong troubleshooting, debugging, and testing skillsVery good in algorithms, data structures, time space complexities and problem solving, in general.Very good knowledge of Object Oriented programming paradigm, design patterns.Sound knowledge in cloud technologies and concepts like CDN, caching, ate limit, latence, throughputSound knowledge in database and caching technologies like MySQL, Redis, Cloud SQL, MemcacheGood knowledge on designing systems, analyzing trade-offs between different choices.Nice to have exposure on various authorization, authentication models and technologies like RBAC, ReBAC, SSO, SCIM etcNice to have basic understanding of infrastructure technologies like Varnish, HAProxy and alikeWillingness to learn and experiment with new technology. About Us: Vimeo (NASDAQ: VMEO) is the worlds most innovative video experience platform. We enable anyone to create high-quality video experiences to better connect and bring ideas to life. We proudly serve our community of millions of users - from creative storytellers to globally distributed teams at the worlds largest companies - whose videos receive billions of views each month. Learn more at www.vimeo.com . Vimeo is headquartered in New York City with offices around the world. At Vimeo, we believe our impact is greatest when our workforce of passionate, dedicated people, represents our diverse and global community. We re proud to be an equal opportunity employer where diversity, equity, and inclusion is championed in how we build our products, develop our leaders, and strengthen our culture.

Deliver Outstanding Customer Support: Handle and resolve support tickets across a broad spectrum, with a primary focus on first-touch resolution and quick turnaround times. Provide prompt, courteous, and personalized support across all our channels, including email tickets, messaging and phone. Troubleshoot and Resolve Issues: Use internal documentation to address common issues related to billing, account access, and technical troubleshooting. Escalate complex cases to Product Desk Specialists or Managers when necessary, ensuring a smooth handoff and maintaining a white-glove experience for customers. Master Vimeo s Products and Systems: Develop a strong, practical understanding of Vimeo s offerings (Vimeo, Vimeo Live, and OTT) by exploring and testing the platform. Use this knowledge to confidently resolve 80%+ of incoming tickets without escalation and provide effective troubleshooting and support. Identify and Report Trends: Monitor and identify recurring customer issues, pain points, and trends. Proactively surface these insights to Senior Specialists, Product Leads, or Delivery Managers to drive improvements in our support processes and product offerings. Contribute to Knowledge Management: Report missing or outdated macros, internal knowledge base (IKB) articles, and help center content to ensure our resources remain accurate and up to date. Stay Informed and Adaptable: Keep up with product launches, policy changes, known issues, and feature requests across all product lines. Follow established protocols to track and communicate updates effectively. Work Flexibly in a 24/7 Environment: Be available to work in rotational shifts, including nights, weekends, and holidays, as required by business needs. Capacity Breakdown: 90% Tickets: Handle tickets across multiple support channels, including: Email Phone Messaging 10% Learning: Dedicate time to learning and staying up to date on Vimeo s products, policies, and processes. Skills and Knowledge You Should Possess: BCA, MCA, or BE in Computer Science is preferred. 1-2+ years of experience in customer support with a proven track record of delivering high-quality service. Strong understanding of web technology, video-streaming apps, and technical troubleshooting. Demonstrated understanding of livestreaming technology, including encoding software and hardware. Working knowledge of HTML and CSS (familiarity with JavaScript is a plus). Excellent written and verbal communication skills in English (B2 or above). Ability to adapt tone and style to match customer needs while maintaining a professional and empathetic approach. Ability to remain calm under pressure, especially when interacting with high-priority customers. Strong problem-solving skills and a proactive approach to learning. Bonus Points: Experience working with Zendesk or similar customer support platforms.