Kaltura Tier Support Engineer 

Israel, Tel-Aviv District 

733490951

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

• Provide exceptional technical support to enterprise B2B customers.
• Diagnose and resolve complex technical issues, and escalate to the appropriate internal team when needed.
• Serve as the primary technical contact during the integrations, onboarding process, POCs, and Live events ensuring a smooth experience.
• Analyze logs, API calls, and error messages using tools like SQL, Grafana, OpenSearch, and other debugging tools.
• Initiate and execute automation and scripts to improve support efficiency and reduce manual troubleshooting efforts.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience.
• Work within a global support structure with teams across the USA, Europe, and Asia and occasionally provide On-Call hours support for critical issues.

Ideally, We’re Looking For:

• 3-5 years of experience in technical support in a SaaS company.
• Strong troubleshooting and debugging skills, with experience analyzing logs and familiarity with REST APIs, JSON, proficiency in SQL (Join level required), and familiarity with databases and system behavior
• Ability to read and write Python, Bash, or JavaScript scripts for automation and internal tools.
• Strong knowledge and experience with AWS tools (CloudWatch, Athena) and experience with monitoring and logging tools (e.g. Grafana, OpenSearch, Logz.io).
• Exceptional customer-facing and communication skills and the ability to handle high-pressure situations and effectively manage customer escalations.
• Self-motivated, Out-Of-The-Box thinker with a problem-solving mindset.
• High proficiency in spoken and written Hebrew and English (native-level fluency preferred).

These would also be nice:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field is a plus.
• Exposure to AWS Cloud Solutions and cloud-based infrastructure.
• Experience with WebRTC, video conferencing software, or streaming technologies.

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