Tier 2 Support Engineer

The Role

We are looking for a Tier 2 Technical Support Engineer with a strong technical background, exceptional troubleshooting skills, and a customer-first mindset to join our team. In this role, you will support enterprise customers using Kaltura’s Platform for Virtual and Hybrid Events, a key part of our video software (SaaS) solutions. You will play a crucial role in ensuring seamless integration, onboarding, and troubleshooting for our customers’ events while collaborating closely with internal teams.

The Day-to-Day

• Provide exceptional technical support to enterprise B2B customers.
• Diagnose and resolve complex technical issues, and escalate to the appropriate internal team when needed.
• Serve as the primary technical contact during the integrations, onboarding process, POCs, and Live events ensuring a smooth experience.
• Analyze logs, API calls, and error messages using tools like SQL, Grafana, OpenSearch, and other debugging tools.
• Initiate and execute automation and scripts to improve support efficiency and reduce manual troubleshooting efforts.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience.
• Work within a global support structure with teams across the USA, Europe, and Asia and occasionally provide On-Call hours support for critical issues.

Ideally, We're Looking For:

• 3-5 years of experience in technical support in a SaaS company.
• Strong troubleshooting and debugging skills, with experience analyzing logs and familiarity with REST APIs, JSON, proficiency in SQL (Join level required), and familiarity with databases and system behavior
• Ability to read and write Python, Bash, or JavaScript scripts for automation and internal tools.
• Strong knowledge and experience with AWS tools (CloudWatch, Athena) and experience with monitoring and logging tools (e.g. Grafana, OpenSearch, Logz.io).
• Exceptional customer-facing and communication skills and the ability to handle high-pressure situations and effectively manage customer escalations.
• Self-motivated, Out-Of-The-Box thinker with a problem-solving mindset.
• High proficiency in spoken and written Hebrew and English (native-level fluency preferred).

These would also be nice:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field is a plus.
• Exposure to AWS Cloud Solutions and cloud-based infrastructure.
• Experience with WebRTC, video conferencing software, or streaming technologies.

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