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Technical Support Engineer - Cloud at Kaltura
New York City, NY, US

DESCRIPTION

Kaltura’s mission is to power any video experience. A recognized leader in the Cloud TV, OVP (Online Video Platform), EdVP (Education Video Platform) and EVP (Enterprise Video Platform) markets, Kaltura has emerged as the fastest growing video platform.

Kaltura is deployed globally in thousands of enterprises, media companies, service providers and educational institutions and engages hundreds of millions of viewers at home, at work, and in 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, Viacom and Turner, leading enterprises such as MetLife, SAP and Novartis, as well as 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 create 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.

Working at Kaltura comes with many benefits, starting from fun daily breakfast spreads, cool happy hours, and off-site team events, all the way through a flexible work environment that encourages work-life-balance, true openness to internal mobility and relocation, a community involvement team, and even LGBTQ rights, refer-a-friend perks, and a newly launched paternity leave policy.

REQUIREMENTS

We are seeking a Senior Technical Support Engineer with broad experience working with OTT/IPTV/Digital Video 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

  • Reports to Director of Customer Care - Media and Telecom
  • Experience with streaming TV
  • Troubleshooting issues in production environments and verify solutions. Provide top notch Support for our customers (B2B, worldwide 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 of 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
  • Proven ability in delivering exceptional customer experience.
  • Strong analytical and problem-solving skills - Understand the design of complex system architecture.
  • Strong interpersonal and communication skills.
  • Experience with API integration.
  • Excellent ability to communicate in English is a must.
  • SQL Server knowledge - Experience with no-SQL DB 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 databases, web services, visual studio, web servers and script writing.
  • Strong technical background: either DBA or as System Engineer
  • Windows and Linux – System admin level.
  • Experience with Couchbase and RabbitMQ.

****Standard office hours - not a call center****