Technical Support Engineer

Description This is us Kaltura (NYSE: KLTR) is a global software company on a mission to transform digital experiences from one-way interactions into intelligent, personalized conversations that move people forward. Founded in 2006, we started by making video more accessible to organizations around the world. Today, we're taking that foundation much further, combining conversational AI, rich media, enterprise knowledge, and data to build a new generation of intelligent digital experiences.

Our technology helps organizations turn their content and knowledge into interactive, AI-powered experiences that can guide customers, train employees, support learners, and engage audiences in real time. From AI agents and personalized learning experiences to digital events, content hubs, and media platforms, we're changing how people interact with technology, and what technology can do for them.

More than 1,000 organizations worldwide rely on Kaltura, reaching over 100 million users at home, at work, and at school. And the people behind it? We're a global team of 600+ employees, with offices in New York, London, Singapore, and Tel Aviv, united by a culture of openness, flexibility, and collaboration. Kaltura is a fast-paced environment where ideas are welcome, initiative is encouraged, and there's always something new to build, challenge, or improve.

We believe in giving people the freedom to make an impact, the flexibility to balance work and life, and the opportunity to grow as we continue to 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. If this sounds like a place where you'd be excited to learn, contribute, and make an impact, we'd love to hear from you.

Requirements

You'll work closely with Kaltura's customers using our IPTV solution, part of our video software (SaaS) platform. This is an exciting opportunity to be part of a growing industry and support top accounts. As part of our Customer Support team, you'll provide technical support to our business customers (B2B), enterprise companies, and other top accounts — independently handling day-to-day technical issues and how-to questions, while escalating the most complex cases to our Tier 4 Integration and R&D teams.

You'll be trusted to troubleshoot and resolve the majority of issues on your own, drawing on solid hands-on experience, while knowing when and how to bring in deeper technical support for edge cases. Communication with customers happens primarily through our ticketing system, with occasional phone or video calls to troubleshoot technical issues.

You'll collaborate regularly with engineering, product, professional services, and account management teams. Our Customer Support team has support engineers located on 3 continents (USA, Europe, Asia). Ideally, we’re looking for: University degree in computer science, electronic engineering, or a telecommunications-related field 3+ years of experience in a similar role, including direct customer contact Prior experience supporting software (SaaS) Solid technical troubleshooting and problem-solving skills, able to work through issues independently 2+ years of hands-on API experience 2+ years of hands-on SQL experience Working knowledge of back-office tools such as Jira & Sale These would also be nice: Experience with video streaming technologies (ABR, HSS, HLS, DASH, MPEG2-TS, CDNs) Experience with AWS Cloud solutions or equivalent Scripting Networking and security The perks: Hybrid, flexible work environment Extended private health (including mental) insurance Personal and professional development programs.

Occasional Cross company long weekends