Hybrid Video SaaS Support Engineer – API & SQL Expert

engineeringjobs.net, Inc.; United States; Hybrid; USD 70,000 - 110,000; Full time

Benefits offered by this job

Hybrid, flexible work environment

Extended private health insurance

Personal and professional development

Occasional cross-company long weekends

Job summary

Kaltura is seeking a Customer Support engineer to help our business customers with IPTV solutions within our SaaS platform. You will handle day-to-day technical issues, troubleshoot problems, and escalate complex cases to Tier 4 teams as needed.

You will work with engineering, product, and professional services teams across three continents, using a ticketing system and occasional calls to ensure quick resolution and customer satisfaction.

Qualifications

• University degree in computer science, electronic engineering, or a telecommunications-related field.
• 3+ years of experience in a similar role, including direct customer contact.
• Prior experience supporting software (SaaS).
• Solid technical troubleshooting and problem-solving skills, able to work through issues independently.
• 2+ years of hands-on API experience.
• 2+ years of hands-on SQL experience.
• Working knowledge of back-office tools such as Jira & Sale.

Responsibilities

• Provide technical support to our business customers (B2B), enterprise companies, and other top accounts.
• Troubleshoot and resolve day-to-day technical issues and how-to questions; escalate complex cases to Tier 4 teams.
• Collaborate with engineering, product, professional services, and account management teams.
• Communicate with customers primarily through our ticketing system, with occasional phone or video calls.

Skills

SaaS support

API experience

SQL

Troubleshooting

Customer communication

Education

Bachelor's degree in computer science or related field

Tools

Jira

Sale

Job description

Kaltura is seeking a Customer Support engineer to help our business customers with IPTV solutions within our SaaS platform. You will handle day-to-day technical issues, troubleshoot problems, and escalate complex cases to Tier 4 teams as needed.

You will work with engineering, product, and professional services teams across three continents, using a ticketing system and occasional calls to ensure quick resolution and customer satisfaction.