Kaltura System Services Support Engineer 

Israel, Tel-Aviv District 

961773273

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.
• Be a part of a global support structure, provide occasional on-call support for critical issues.
• Troubleshoot and resolve complex technical issues, escalating to the appropriate internal team when necessary.
• Serve as the primary technical contact during the life-cycle Live events.
• Analyze logs, API calls, and error messages using tools like SQL, Grafana, OpenSearch, and other debugging tools.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience.

Ideally, We’re Looking For:

• 2-4 years of experience in technical support in a SaaS company.
• High-pressure environments: be able to provide exceptional customer communication and expert escalation management in real time.
• Strong troubleshooting and debugging skills, with experience analyzing logs and familiarity with REST APIs, JSON, proficiency in SQL.
• Experience with AWS tools (CloudWatch, Athena, S3 buckets), monitoring and logging tools (e.g. Grafana, OpenSearch).
• 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.
• Ability to read and write Python, Bash, or JavaScript scripts.

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