Director of Customer Support EMEA and APAC

Kaltura

Ramat Gan, IL / Tel Aviv, IL
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/17/2021
  • Website: corp.kaltura.com
  • Company Address: 250 Park Avenue South 10th Floor, New York, NY, 10003

About Kaltura

Kaltura’s mission is to power any video experience for any organization. Kaltura is the leading video cloud, powering the broadest range of video experiences. Kaltura’s products are used by thousands of global enterprises, media companies, service providers and educational institutions, engaging hundreds of millions of viewers at home, at work, and at school.

Job Description

Description

Kaltura’s mission is to power any video experience and deployed globally in thousands of companies and educational institutions and engages hundreds of millions of viewers at home, at work, and in school. Kaltura is a recognized leader in the Online Video Platform (Educational institutions and Enterprise companies such as Harvard, Yale, SAP, Oracle Etc.) and Cloud TV (Vodafone, Cellcom TV etc).

Our core values are openness, flexibility, and collaboration, and we are the initiator and backer of the world's leading open-source video management project, which is home to more than 150,000 community members.

We like to think of ourselves as a cool, fun and talented group of professionals looking to create cutting-edge technology. Kaltura is a fast-paced environment where standards are high, and initiative is always encouraged.

Kaltura currently have approx. 500 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv. We are growing rapidly including positions all over the world.

We promote: a flexible work environment that encourages work-life-balance, internal mobility and relocation, community involvement, LGBTQ rights, refer-a-friend program and a newly launched paternity leave policy.

Requirements

Role responsibilities:

·      Manage a team of technical support engineers focusing on our top tier accounts (AKA Platinum Accounts), Enterprise and Learning.

·      Overreach responsibilities for customers satisfaction in the EMEA and APAC regions.

· Establish work procedures and processes according to department standards to meet the team’s KPIs and OKRs

·      Manage the flow of day to day operations, lead and prioritize work load and handle escalations

· Build relationships with customer teams and internal stakeholders (including leaders in the region from Sales

and Customer Care)

·      Escalate support related concerns and situations, and be the customer facing front for any major technical problem in the region

·      Responsible for the team performance evaluations.

·      Responsible for new employee on-boarding, ongoing training, and knowledge management.


Qualifications:

·      Bachelor’s Degree or Equivalent in related fields

·      10+ years’ experience in hands-on B2B support roles and with great troubleshooting skills

· 5+ years’ experience in leading and managing teams of technical support engineers with similar capacity

· Experience with supporting enterprise customers  and Fortune 500 accounts

·      Experience in providing services to agreed SLA’s and to meet KPIs

·      Experience in extracting and analysing data and reports and measuring the team and employees’ performance

·      Excellent interpersonal and communication skills including managing escalation calls, QBRs and on going relationship with champions and other stakeholders at the customer side

·      Out-of-the-box independent thinker who can initiate and establish working procedures

·      Ability to multi-task, work under pressure and tight deadlines and time management

· Superb follow up skills and accountability

· Eager to constantly learn and improve on personal and team overall performance

· Experience working in a med-big global company

· Excellent verbal and written communication skills in both English and Hebrew

· Can do approach

· Flexible with working outside of core business hours.



Advantages:

• Experience with Salesforce ticketing system and JIRA

• Knowledge of HTML/CSS /JavaScript

• Exposure to coding languages and/or API libraries such as Java, Python, Ruby, etc. 

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.