Kaltura’s mission is to power any video experience. A recognized leader in the Cloud TV, OVP (Online Video Platform), EdVP (Education Video Platform) and EVP (Enterprise Video Platform) markets, Kaltura has emerged as the fastest growing video platform.

Kaltura is deployed globally in thousands of enterprises, media companies, service providers and educational institutions and engages hundreds of millions of viewers at home, at work, and in school. The company is committed to its core values of openness, flexibility, and collaboration, and is the initiator and backer of the world's leading open-source video management project, which is home to more than 150,000 community members.

Our customers include major service providers and media companies such as Vodafone, HBO, Viacom and Turner, leading enterprises such as MetLife, SAP and Novartis, as well as hundreds of global educational institutions, including Harvard, Columbia, NYU and the University of Michigan. 

We like to think of ourselves as a cool, fun and talented group of professionals looking to create cutting-edge technology that is open source and available to all.

Kaltura is a fast-paced environment where standards are high and initiative is always encouraged. We currently have approx. 500 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv, and we are growing rapidly including positions all over the world.

Working at Kaltura comes with many benefits, starting from fun daily breakfast spreads, cool happy hours, and off-site team events, all the way through a flexible work environment that encourages work-life-balance, true openness to internal mobility and relocation, a community involvement team, and even LGBTQ rights, refer-a-friend perks, and a newly launched paternity leave policy.

Job Description 

We are looking for a technical support engineer experienced in software (SaaS) and B2B customer service. As part of our top-tier Platinum support team, you’ll work primarily with Kaltura's most established accounts. As a support engineer, you’re responsible for owning and managing resolution of all technical inquiries for specific enterprise accounts, after the customer is live on our video platform. Kaltura customers include Fortune 500 brands and Top 10 educational institutions.  

 Communication with customers consists of email cases, phone and the occasional video call, to troubleshoot and resolve technical questions and issues. An enterprise support engineer collaborates effectively with internal teams, including account management, professional services, product, and engineering. Kaltura provides a new-hire training program, including product and support education.  

Responsibilities: 

• Case handling until resolution for assigned customer accounts  

• Join bi-weekly/monthly status calls with the customer and internal Customer Success Manager 

• Provides timely responses and proactive updates during all phases of case lifecycle 

• Demonstrates ownership over cases, tickets, and technical relationship with customer, championing customer feature requests and case resolution 

• Contributes to Support team initiatives, such as custom projects, subject matter expertise, and process improvement 

• Proactively contributes to knowledge sharing, internal documentation, and new-hire / peer training 

• Translates customer use cases into technical terms and vice versa – able to communicate productively with engineering and product teams   

• Build relationships with customer teams and internal stakeholders, including customer success manager and product managers 

Qualifications: 

• At least 4 years experience in a customer-facing support role (B2B) using a case management system (salary commensurate with experience) 

• Note: we are also hiring for a Gold Support Engineer (minimum 3 years experience). Please indicate on your application or cover letter which role you are applying for (Platinum or Gold).  

• Excellent customer service skills and effective learning skills 

• Excellent verbal and written communication skills 

• Experience troubleshooting applications in a SaaS environment and using investigation tools such as:  

• Chrome Developer Tools/Console, Charles Proxy, and/or an API user interface 

• Must have at least 1 of the following:   

• Experience supporting REST-based API 

• Experience troubleshooting front-end Javascript applications 

• Experience supporting omni-channel platforms  

•  ** The position is based in our NYC office** 

Advantages: 

• Experience with Salesforce case management system 

• Experience supporting enterprise customers  

• Knowledge of HTML\CSS  

• Exposure to coding languages and/or API libraries such as Java, Python, Ruby, etc.  

• Previous experience supporting video applications 

To join Kaltura’s community visit, www.kaltura.org and www.html5video.org