We are seeking a Tier 2 Technical Support Engineer with a strong technical background, exceptional troubleshooting skills, and a customer‑first mindset. In this role, you will support enterprise customers and Telco operators using Kaltura’s Platform for TV Streaming, a key component of our cloud video solutions.

You will play a critical part in ensuring smooth integration, onboarding, and issue resolution for our customers, while collaborating closely with cross‑functional teams.

The Day-to-Day

• Deliver outstanding technical support to enterprise B2B customers.
• Work as part of a global support organization and participate in occasional on‑call rotations for critical issues.
• Troubleshoot and resolve complex technical problems, escalating to internal teams when necessary.
• Serve as the primary technical point of contact for Kaltura OTT customers who provide internet‑based TV streaming services.
• Analyze logs, API calls, and error messages using tools such as SQL, Grafana, OpenSearch, and other debugging utilities.
• Collaborate with R&D, Product, Professional Services, and Account Management teams to continuously improve the customer experience.

Ideally, You Bring:

• 4+ years of experience in technical support within a SaaS company.
• Proven ability to work effectively in high‑pressure environments, with excellent customer communication and real‑time escalation management skills.
• Strong understanding of networking fundamentals: DNS, HTTP/HTTPS, SSL, TCP/IP.
• Solid troubleshooting and debugging experience, including log analysis, REST APIs, JSON, and proficiency with SQL.
• Experience with AWS services (CloudWatch, Athena, S3), as well as monitoring and logging tools (e.g., Grafana, Prometheus, OpenSearch).
• Familiarity with management systems such as Jira and Salesforce.
• High proficiency in spoken English (native‑level fluency preferred).

Bonus Points For:

• A Bachelor’s degree in Computer Science, Information Technology, or a related field.
• Ability to read and write scripts in Python, Bash, or JavaScript.
• Knowledge of streaming protocols, including HLS, DASH, RTMP, and general video delivery methods.