Technical Account Manager

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:

The position requires high motivation, lots of energy, hard worker, working closely with the Kaltura’s customers using out IPTV solution, which is part of our video software (SaaS) platform.

This is an exciting opportunity to be part of a growing industry and partner with top accounts.

As part of our Customer Support team, you will provide technical support to our business customers (B2B), enterprise companies, and other top accounts. Your role is to be responsible for answering how-to questions and resolving or escalating technical issues. You will have the ability to escalate complex technical issues and fix requests to our Tier 4 Integration and R&D teams.

Communication with customers consists of working on cases in our ticketing system and the occasional phone or video call to troubleshoot technical issues. You will have opportunities to collaborate with other teams including engineering, product, professional services, and account management.

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 telecommunications related field
• Minimum 3 years of experience in a similar position including direct customer contacts.
• Previous experience supporting software (SaaS)
• Strong technical troubleshooting and problem-solving skills
• API 2 years experience
• SQL 2 years experience
• Backoffice software such as Jira & Salesforce
  
  

• Previous experience with Video streaming technologies (ABR, HSS, HLS, DASH, MPEG2-TS, CDNs)
• Experience working with AWS Cloud solutions or equivalent
• Scripting
• Networking and security
  
  

• Hybrid, flexible work environment
• Extended private health (including mental) insurance
• Personal and professional development programs
• Occasional Cross company long weekends