Platinum Support Engineer

Kaltura; New York (NY); Remote; USD 80,000 - 90,000; Full time

Job summary

Join a leading company as a Platinum Support Engineer, where you'll be the voice of customers and collaborate with technical teams to provide seamless support. This role requires a customer-first mindset and expertise in video technologies, managing high-touch accounts, and SaaS applications. Enjoy a flexible hybrid working environment and a competitive salary.

Benefits

Flexible hybrid work environment

Comprehensive health, dental, and vision coverage

FSA and 401K with matching

Home internet and mobile reimbursement

Development programs and long weekends

Qualifications

• At least 4 years managing high-touch, strategic accounts with Fortune 500 companies.
• At least 4 years in a customer-facing B2B role.
• Experience supporting SaaS applications.

Responsibilities

• Handle cases for our video content management platform.
• Participate in monthly status calls with customers.
• Provide timely responses throughout case lifecycle.

Skills

Customer-first mindset

Attention to detail

Video experience

Collaboration

Education

Bachelor’s degree or equivalent experience

Tools

HTML

JSON

SQL

Java

Job description

Join to apply for the Platinum Support Engineer role at Kaltura.

This is us
Kaltura’s (NYSE:KLTR) mission is to power any video experience for any organization – live, on-demand, or real-time. We aim to make using video simpler and improve people's lives through video. Founded in 2006, Kaltura is a global leader in the video market with millions of users daily, serving over 1000 well-known organizations worldwide.

We foster a diverse and collaborative work environment where everyone has a voice. Our team comprises 700+ employees across offices in New York, London, Singapore, and Tel Aviv, with all technology in the cloud. We promote initiative through our fast-paced environment, hybrid work model, and flexible mindset, encouraging creativity and growth.

If you don’t meet 100% of the requirements, that’s okay! We believe in hiring for potential and enthusiasm. Apply if you’re excited about the role.

Requirements

As our Platinum Support Engineer, you will be the voice of our customers within Kaltura, requiring speed, adaptability, and flexibility. You will collaborate with Cloud experts and bug-fixers to provide seamless support.

If you are customer-obsessed and have extensive video experience, this could be your role.

Day-to-day responsibilities

• Handle cases primarily for our video content management platform
• Participate in monthly status calls with customers and Customer Success Managers
• Provide timely responses and proactive updates throughout case lifecycle
• Own cases and coordinate resolution with other teams
• Contribute to internal documentation and knowledge sharing
• Communicate effectively with engineering and product teams
• Build relationships with customers and internal stakeholders

Ideal candidates will have

• At least 4 years of experience managing high-touch, strategic accounts with Fortune 500 companies
• At least 4 years in a customer-facing B2B role
• Experience supporting SaaS applications
• Strong team player with a customer-first mindset
• Attention to detail in documenting and resolving technical issues

Additional preferred qualifications

• Bachelor’s degree or equivalent experience
• PMP/ITIL certification
• Knowledge of internet technologies (HTML, JSON, SQL, Java, protocols, networking, security)
• This is a remote position based in the EST time zone

Perks

• Flexible hybrid work environment
• Comprehensive health, dental, and vision coverage
• FSA and 401K with matching
• Home internet and mobile reimbursement
• Development programs and long weekends
• EEO Employer and E-Verify participant

The estimated salary range is $80,000–$90,000 annually.

Additional info

• Seniority level: Not Applicable
• Employment type: Full-time
• Job function: Information Technology
• Industry: Software Development

Referrals can double your chances of interview consideration.

Note: The job posting is active; no indication of expiration.