System and Services 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.
• Be a part of a global support structure, provide occasional on-call support for critical issues.
• Troubleshoot and resolve complex technical issues, escalating to the appropriate internal team when necessary.
• Serve as the primary technical contact during the life-cycle Live events.
• Analyze logs, API calls, and error messages using tools like SQL, Grafana, OpenSearch, and other debugging tools.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to enhance the customer experience.

Ideally, We're Looking For:

• 2-4 years of experience in technical support in a SaaS company.
• High-pressure environments: be able to provide exceptional customer communication and expert escalation management in real time.
• Strong troubleshooting and debugging skills, with experience analyzing logs and familiarity with REST APIs, JSON, proficiency in SQL.
• Experience with AWS tools (CloudWatch, Athena, S3 buckets), monitoring and logging tools (e.g. Grafana, OpenSearch).
• 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.
• Ability to read and write Python, Bash, or JavaScript scripts.

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