Kaltura Platinum Support Engineer 

United States, Oregon 

72311573

This is us

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.

The day-to-day

• Case handling, primarily for our video content management platform
• Join monthly status calls with the customer and internal Customer Success Manager
• Provide timely responses and proactive updates during all phases of case lifecycle
• Demonstrate ownership over cases, tickets, and champion case resolution with other teams
• Proactively contribute to internal documentation and knowledge sharing with teammates
• Able to communicate productively with engineering and product teams
• Build relationships with customers and internal stakeholders, including your Customer Care colleagues

Ideally, we’re looking for

• Minimum of 4 years of previous experience working with Global Fortune 500 companies managing high-touch and strategic accounts
• Minimum of 4 years in an external customer-facing business-to-business (B2B) role
• Experience in technical support of applications, specifically within SaaS environments
• Strong, self-driven team player who excels in Customer Service and understands the “customer first” philosophy
• Quality-conscious with strong attention to detail in documenting, handling, and tracking technical issues

These would also be nice

• Bachelor’s degree from an accredited higher education institution or equivalent experience.
• PMP/ITIL or equivalent certification
• An understanding of Internet application technologies, including HTML, JSON, SQL, Java, Internet protocols, networking, firewalls, web server configurations, and security)

The perks

• Hybrid, flexible work environment
• Zero employee premium health plan, effective from day 1, plus dental and vision benefits
• FSA and 401K with company match
• Mobile plan and home internet reimbursement
• Personal and professional development programs
• Occasional Cross company long weekends
• An Equal Employment Opportunity Employer and an E-Verify participant

The estimated base salary range for this role is $80,000–$90,000 per year