Technical Support Engineer

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:

• Native/Native level Russian- a must
• 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

These would also be nice:

• 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

The perks:

1. Hybrid, flexible work environment
2. Extended private health (including mental) insurance
3. Personal and professional development programs
4. Occasional Cross company long weekends