Technical Support Engineer

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

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:

You'll work closely with Kaltura's customers using our IPTV solution, part of our video software (SaaS) platform. This is an exciting opportunity to be part of a growing industry and support top accounts.

As part of our Customer Support team, you'll provide technical support to our business customers (B2B), enterprise companies, and other top accounts — independently handling day-to-day technical issues and how-to questions, while escalating the most complex cases to our Tier 4 Integration and R&D teams. You'll be trusted to troubleshoot and resolve the majority of issues on your own, drawing on solid hands‑on experience, while knowing when and how to bring in deeper technical support for edge cases.

Communication with customers happens primarily through our ticketing system, with occasional phone or video calls to troubleshoot technical issues. You'll collaborate regularly with engineering, product, professional services, and account management teams.

Our Customer Support team has support engineers located on 3 continents (USA, Europe, Asia).

Ideally, we're looking for:

• 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

?These would also be nice:

• Experience with video streaming technologies (ABR, HSS, HLS, DASH, MPEG2-TS, CDNs)


• Experience with AWS Cloud solutions or equivalent


• Scripting


• Networking and security

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