Technical Support Manager

Description

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. 

Requirements

The role: 

As a technical support team lead, you will be responsible for managing a team of technical support specialists who provide technical assistance and troubleshooting to our Global customers. You will also oversee the quality and efficiency of the support services, ensure customer satisfaction, and collaborate with other teams to improve our products and processes. 

The day-to-day: 

• Supervise, coach, and mentor a team of technical support specialists. 

• Monitor and evaluate the performance and productivity of the team and provide feedback and guidance. 

• Handle escalated customer issues and complaints and resolve them in a timely and professional manner. 

• Establish and maintain best practices and procedures for technical support and customer service. 

• Analyze customer feedback and support data and identify areas for improvement and innovation. 

• Coordinate with other teams such as engineering, integration and platform to communicate customer needs and feedback and ensure alignment of goals and expectations. 

• work in a fast-paced environment and handle multiple priorities with a sense of urgency 

Ideally, we’re looking for: 

• A bachelor’s degree in computer science, information technology, or a related field. 

• 5+ years of experience in a technical support or customer service leadership role, in the SaaS or technology industry 

• Proven track record of leading and motivating high-performing team. 

• Excellent communication, interpersonal, and leadership skills. 

• Strong technical skills and knowledge of video streaming, encoding, delivery, and troubleshooting. 

• Ability to work under pressure, multitask, and prioritize tasks and deadlines. 

These would also be nice: 

• Excellent organizational and time management skills to prioritize tasks and meet deadlines.. 

• Experience in working with video providers, platforms, or applications. 

• Proficiency in using support tools and systems to manage and track customer issues 

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