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we are looking for a Technical Support Representative to join us!

The Technical Operations Team acts as a bridge between Customer Support and R D.

We investigate and analyze issues, escalate bugs to development when needed, and support engineering in reproducing and resolving them.

The team also manages our HubSpot platform and maintains our public API documentation.


What you'll do:

-Investigate complex tickets and edge cases
-Communicate with users and developers working with our API
-Collaborate with support, dev, and product teams
-Report bugs and help dev teams reproduce them
-Manage HubSpot database and monitor syncs
-Maintain and own the public API documentation
-Run scripts for HubSpot integrations
-Use Databricks and logs to identify and diagnose issues quickly

Were growing and looking to hire Product Support Engineer who embodies our core values: People First, Customer Obsession, Strive for Excellence, and Integrity.
As a Product Support Engineer, Your impact will be:
Work independently to investigate issues reported by enterprise customers, reproduce customer problems, and involve others on the team as necessary
Demonstrate critical thinking, strong communication skills, and the ability to develop strategic ongoing customer relationships
Maintain excellent relationships with Support customers, Technical Account Managers, Product Management, and local account teams
Analyze and resolve complex high-end customer problems
Maintain a proactive approach to customer happiness, identifying and correcting customer satisfaction concerns and clearing any concerns or technical roadblocks
Escalate support cases and priority issues to management as needed
Identify and independently take on additional tasks
Provide visibility of customer status through regular reporting and cadence calls

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.