Technical Support Engineer

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.

Requirements

We are seeking a Tier 2 Technical Support Engineer with a strong technical background, exceptional troubleshooting skills, and a customer‑first mindset. In this role, you will support enterprise customers and Telco operators using Kaltura’s Platform for TV Streaming, a key component of our cloud video solutions.

You will play a critical part in ensuring smooth integration, onboarding, and issue resolution for our customers, while collaborating closely with cross‑functional teams.

The Day-to-Day

• Deliver outstanding technical support to enterprise B2B customers.
• Work as part of a global support organization and participate in occasional on‑call rotations for critical issues.
• Troubleshoot and resolve complex technical problems, escalating to internal teams when necessary.
• Serve as the primary technical point of contact for Kaltura OTT customers who provide internet‑based TV streaming services.
• Analyze logs, API calls, and error messages using tools such as SQL, Grafana, OpenSearch, and other debugging utilities.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to continuously improve the customer experience.

Ideally, You Bring:

• 4+ years of experience in technical support within a SaaS company.
• Proven ability to work effectively in high‑pressure environments, with excellent customer communication and real‑time escalation management skills.
• Strong understanding of networking fundamentals: DNS, HTTP/HTTPS, SSL, TCP/IP.
• Solid troubleshooting and debugging experience, including log analysis, REST APIs, JSON, and proficiency with SQL.
• Experience with AWS services (CloudWatch, Athena, S3), as well as monitoring and logging tools (e.g., Grafana, Prometheus, OpenSearch).
• Familiarity with management systems such as Jira and Salesforce.
• High proficiency in spoken English (native‑level fluency preferred).

Bonus Points For:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Ability to read and write scripts in Python, Bash, or JavaScript.
• Knowledge of streaming protocols, including HLS, DASH, RTMP, and general video delivery methods.