Live Video Tier 2 Support Engineer - Remote


New York City, NY, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 01/06/2021
  • Website:
  • 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.


Our Live Operations team is looking for a passionate, results-oriented, hard-working and operationally focused Support Engineer to support the fast evolving and expanding team for live events. You will have an enormous opportunity to work within multiple systems, analyzing and identifying the common issues, and driving the teams towards a resolution to have a positive impact on customer experience. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks will define your success. The role encompasses providing production ticket support (tier-2 support, escalations to engineering teams) for multiple products and platforms, engineering development and testing support, and monitoring the health of Kaltura’s live streaming pipelines. As a Live Infrastructure support engineer, you will be communicating with multiple teams within Live Playback and external broadcast partners, driving resolution of customer-impacting issues, and be responsible for communication and escalation with senior leadership. You will also play a key role in maintaining and improving all components of the live infrastructure pipeline.


As a Live Video Tier 2 Support Engineer at Kaltura, your day-to-day will include:

  • Work with senior engineers, development teams, and external broadcast partners on high-severity, active support issues, prioritizing mitigation while investigating root-cause fixes.
  • Assist with routine maintenance of infrastructure for signal acquisition, live encoding, packaging, and distribution. Onboard new feed infrastructure to support new live event properties.
  • Manage incoming maintenance notifications, documenting impact on live events and linear channels. Work with external event support teams to mitigate customer impact of maintenance issues.
  • Act as on-call support and point of escalation for high-severity issues on live events.
  • Aid in the development and testing of operational tools that improve efficiency through automation.
  • Customer notification and workflow co-ordination with follow-up to maintain service level agreements
  • Creating and maintaining team-specific knowledge-base articles and operational and training documentation
  • Assist in the training of new Support staff as the team grows


Recommended Experience:

  • 4+ years overall development/technical support experience, ticket creation and escalation
  • 3+ years streaming video delivery experience, and understanding of encoding and transcoding technologies
  • 2+ years of technical operations experience, including support and incident management, operations monitoring, process improvements, and metrics reporting
  • Experience troubleshooting and debugging technical systems
  • Experience scripting in modern programming languages like JavaScript or Python
  • Experience with on-site, live video production, or master control facility operations
  • Knowledge of streaming video pipelines and technologies, including encoding hardware/software (i.e., Elemental, FFmpeg, Harmonic) video delivery, acquisition, codecs, adaptive bit rate video playback, and common streaming protocols
  • Knowledge of AWS technologies, and networking concepts
  • Proven ability to troubleshoot and identify the root cause of issues, you're a natural problem solver!
  • Clear and concise written communication skills, and experience writing process and training documentation and technical papers
  • Excellent interpersonal and customer relationship skills
  • Demonstrated skill and passion for operational excellence with excellent written and verbal communication skills.

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