Tier 2 Support Engineer, Virtual Events

Kaltura

New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 05/10/2021
  • 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

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

We are looking for a Tier 2 technical support engineer to assist our customers using our Virtual Events platform, which is part of our video software (SaaS) platform. This is an exciting opportunity to be part of a growing industry and partner with top accounts.

As part of our Customer Care team, you’ll provide technical support to our business customers (B2B), enterprise companies, and other top accounts who are transforming their events and conferences from the physical domain to the virtual one. Your role is to be responsible for answering how-to questions and resolving or escalating technical issues. You’ll have the ability to escalate complex technical issues and fix requests to our Tier 3 support and R&D teams.

Communication with customers consists of working on cases in our ticketing system and the occasional phone or video call to troubleshoot technical issues. You’ll have opportunities to collaborate with other teams including engineering, product, professional services, and account management. To support your work, you’ll have enterprise licenses to a suite of applications, including Jira, Microsoft 365, Salesforce, Teams chat/video calls, and more. Kaltura’s Customer Care team has support engineers located on 3 continents (USA, Europe, Asia) and includes Tiers 1 – 3. There is an additional 24/7 team that triages P1 issues outside of normal US business hours. 

 

Responsibilities

·        Case handling, primarily for webcasting/video conference products and our video content management platform

·        Provide timely responses and proactive updates during all phases of case lifecycle

·        Demonstrate ownership over cases and tickets, and champion ticket resolution with other teams

·        Proactively contribute to internal documentation and knowledge sharing with teammates

·        Able to communicate productively with engineering and product teams  

·        Build relationships with customers and internal stakeholders, including your Customer Care colleagues!

·        

Qualifications

·        At least 3 - 5 years experience in a customer-facing support role (external B2B)

·        Previous experience supporting software (SaaS)

·        Excellent customer service skills

·        Polished verbal / written communication skills

·        Strong technical troubleshooting and problem-solving skills

·        Effective learning skills and collaborative teammate

·        Previous experience supporting video applications and/or platforms

·        Previous experience working in a global company

·        Previous experience supporting Fortune 500 companies

 

Advantages

·        Previous experience with WebRTC and/or video conferencing software

·        Demonstrable knowledge of web technologies and terminology (e.g. HTML/CSS, AJAX, Java, PHP, HTTP/S etc.)

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