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Technical Account Support Engineer at Kaltura
Tel Aviv, IL

We are seeking a Support Engineer with broad experience working with OTT/IPTV platforms. You must be an experienced hands-on Engineer, with great analytical mind, interpersonal skills and get things done attitude. In this position, you’ll be responsible to solve customer problems, product issues and analyze platform stability. You will act as an internal and external escalation focal point for the platform. As such, improving service level and processes, collaborating with internal business owners and the R&D teams as well as the product team.

 

Responsibilities

  • Troubleshooting issues in prod environments and verify solutions. Provide top notch Support for our customers (media and OTT enterprise companies). Utilize knowledge and expertise to research and resolve issues in a timely manner and ensure customer’s satisfaction.
  • Responsible for the production operations and technical integration activities of the existing OTT/IPTV platform used by top media and OTT enterprise companies (millions or end users).
  • Collaborate with Integration, R&D, project and product teams, provide technical input to the business and functional requirements for the software products and services to ensure stability, scalability and quality of the product and services
  • Provides collaboration, communication, and coordination with internal teams (R&D, Product, Project…etc). Communicate efficiently and effectively with other department and customers.
  • Create internal documentation and Perform knowledge-sharing presentations to team members.

REQUIREMENTS

  • At least 3 years of hands-on application support experience (advantage for OTT/IPTV). Working on critical production environments. Experience in technical integration activities.
  • Proven ability in delivering exceptional customer experience.
  • Strong interpersonal and communication skills.
  • Excellent ability to communicate in English is a must.
  • Experience with API integration.
  • Strong analytical and problem-solving skills - Understand the design of complex system architecture.
  • SQL Server knowledge - Experience with no-SQL DB an advantage.
  • Proficient in Linux environment – an advantage.
  • Willingness and ability to travel.
  • Code development background in at least one language – can read other people’s code and create scripts for automations – an advantage.

Advantage:

  • Knowledge in script writing, databases, web services, visual studio and web servers.
  • Strong technical background: either DBA or as System Engineer
  • Windows and Linux – System admin level.
  • Experience with Couchbase and RabbitMQ.