Technical Account 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

The role

As our Platinum Support Engineer, your job would give you the chance to be our customer's voice inside Kaltura. You'll have to be fast, adaptive, and flexible. You'll work closely with Cloud gurus and Bug-Fixing ninjas to give our customers seamless support. 

If you enjoy being customer obsessed and have video experience cranked up to 11, this might be just for you. 

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

• 3-5 years previous experience working with Global Fortune 500 companies managing high-touch and strategic accounts
• 3-5 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 position is remote, with working hours based in the EST time zone.

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–$100,000 per year