Tier 2 Support Engineer

This is us 

Kaltura’s (NYSE:KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people’s lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you’ll find more than 1000 global, well-known organizations.    

15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we’re still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud. 

Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you’ll never run out of room to grow and evolve.   

If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day. 

The Role

We are looking for a Tier 2 Technical Support Engineer with a strong technical background, exceptional troubleshooting skills, and a customer-first mindset to join our team. In this role, you will support enterprise customers using Kaltura’s Platform for Virtual and Hybrid Events, a key part of our video software (SaaS) solutions. You will play a crucial role in ensuring seamless integration, onboarding, and troubleshooting for our customers’ events while collaborating closely with internal teams.

The Day-to-Day

• Provide exceptional technical support to enterprise B2B customers.
• Diagnose and resolve complex technical issues, and escalate to the appropriate internal team when needed.
• Serve as the primary technical contact during the integrations, onboarding process, POCs, and Live events ensuring a smooth experience.
• Analyze logs, API calls, and error messages using tools like SQL, Grafana, OpenSearch, and other debugging tools.
• Initiate and execute automation and scripts to improve support efficiency and reduce manual troubleshooting efforts.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience.
• Work within a global support structure with teams across the USA, Europe, and Asia and occasionally provide On-Call hours support for critical issues.

Ideally, We're Looking For:

• 3-5 years of experience in technical support in a SaaS company.
• Strong troubleshooting and debugging skills, with experience analyzing logs and familiarity with REST APIs, JSON, proficiency in SQL (Join level required), and familiarity with databases and system behavior
• Ability to read and write Python, Bash, or JavaScript scripts for automation and internal tools.
• Strong knowledge and experience with AWS tools (CloudWatch, Athena) and experience with monitoring and logging tools (e.g. Grafana, OpenSearch, Logz.io).
• Exceptional customer-facing and communication skills and the ability to handle high-pressure situations and effectively manage customer escalations.
• Self-motivated, Out-Of-The-Box thinker with a problem-solving mindset.
• High proficiency in spoken and written Hebrew and English (native-level fluency preferred).

These would also be nice:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field is a plus.
• Exposure to AWS Cloud Solutions and cloud-based infrastructure.
• Experience with WebRTC, video conferencing software, or streaming technologies.

The perks:

1. Hybrid, flexible work environment  
2. Extended private health (including mental) insurance  
3. Personal and professional development programs 
4. Occasional Cross company long weekends