Tier 3 Support R&D Engineer - BE

The role:

You will provide advanced technical support to our business customers (B2B), enterprise companies, and top accounts who rely on Kaltura’s products for powering their media, events, and cloud solutions.

This is an exciting opportunity to join a dynamic and fun team, working in a fast-paced environment. As part of this role, you will collaborate closely with R&D, investigate complex issues escalated from Tier 2, and work hands-on with our cloud-based architecture and codebase.

The day-to-day:

• Investigate and resolve complex customer issues escalated from Tier 2, ensuring minimal downtime and maximum customer satisfaction.
• Collaborate with R&D teams on debugging, fixing, and improving Kaltura products and services.
• Analyze logs, traces, and API calls to identify root causes and deliver effective solutions.
• Work across backend systems (primarily PHP and Node.js), with occasional frontend or integration tasks.
• Operate within AWS cloud environments, including scaling, monitoring, and troubleshooting services.
• Provide technical guidance and knowledge sharing to Tier 2 and other internal teams.

Ideally, we’re looking for:

• 2+ years of experience in software engineering or advanced technical support roles.
• Strong coding skills in PHP and Node.js (backend focus).
• Solid understanding of AWS cloud services (EC2, S3, CloudFront, RDS, etc.).
• Experience with debugging production issues in distributed systems.
• Excellent problem-solving skills, communication, and customer orientation.

These would also be nice:

• Familiarity with Kaltura products or other large-scale video/media platforms.
• Experience working with REST APIs, microservices, and CI/CD pipelines.
• Knowledge of frontend frameworks (React, Angular, or similar) to troubleshoot full-stack issues.

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