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 Kalturas 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.
Requirements: 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 Bachelors 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.
This position is open to all candidates.