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Software Support Engineer at Kaltura
Singapore City, SG

DESCRIPTION

Kaltura’s mission is to power any video experience. A recognized leader in the OTT TV (Over-the-top TV), OVP (Online Video Platform), EVP (Education Video Platform) and EVP (Enterprise Video Platform) markets.

Kaltura has emerged as the fastest growing video platform, and as the one with the widest use-case and appeal. Kaltura is deployed globally in thousands of enterprises, media companies, service providers and educational institutions and engages hundreds of millions of viewers at home, in work, and at school. The company is committed to its core values of openness, flexibility, and collaboration, and is the initiator and backer of the world's leading open-source video-management project, which is home to more than 150,000 community members.

Our customers include major service providers and media companies such as Vodafone, HBO, and Warner Bros., leading enterprises such as MetLife, Philips, SAP, Bank of America, and hundreds of global educational institutions, including Harvard, Columbia, NYU and the University of Michigan. 

We like to think of ourselves as a cool, fun and talented group of professionals looking to develop, market and distribute cutting-edge technology that is open source and available to all.

Kaltura is a fast-paced environment where standards are high and initiative is always encouraged. We currently have approx. 500 employees across offices in New York, London, Sao Paolo, Singapore, and Tel Aviv, and we are growing rapidly including positions all over the world in more locations.

REQUIREMENTS

We are looking for an experienced Application Support Engineer to join our growing Platinum support team who will work exclusively with Kaltura's most strategic accounts. Utilizing knowledge of the customer environment, the team delivers timely and high quality incident resolution focusing on root cause analysis, prevention, and knowledge transfer. The engineer will be fluent in Kaltura's products as well as have a deep understanding of the accounts' workflows, projects and environments. 

This engineer will be responsible for creating a close relationship with our high profile accounts by:

• Handling all account cases

• Conducting Bi-Weekly/Monthly status meeting with the customer and our internal Customer Success Managers

• Provides Customer Care best practices in order to decrease resolution time

• Document all relevant data

Provide proactive updates and notification to customers by:

• Work closely with the Product team on customer request and issues

• Develop close relationships with CSMs and Product Managers

Qualifications

• Minimum 3 years’ experience in a similar role (support/application engineer etc.)

Experience in talking with external customers (either through chat/ticketing system/phone) - Must have

Experience in application support - Must have

• Technical experience in at least one of the following: operating systems, networking (TCP/IP protocols), database (SQL queries)

• Proven experience with internet technologies including: Network architecture and terminology (http/https/FTP, domains, DNS)

• Experience with SaaS Products preferred

• Excellent customer service skills and effective learning skills

• Excellent verbal and written communication skills

 

Advantages

• BA/BSc preferred

• Knowledge in JavaHTMLCSS

• Bi-lingual is a plus