Senior Technical Account Engineer

This is us   Kaltura's (NYSE:KLTR) mission is to power any video experience for any organization - live, on-demand, or real-time. We not only want to make using video simpler, but we also want to better people's lives through video. Founded in 2006, Kaltura is now a global leader in the video market with millions of people using our products daily to teach, learn, watch, connect, and collaborate. Among our customers, you'll find more than 1000 global, well-known organizations.     15+ years since starting the company, we continue to foster a diverse and collaborative work environment where everyone gets a say. Our team is currently 700+ people, and we're still growing. We have offices in New York, London, Singapore, and Tel Aviv, but our technology is all in the cloud.  Kaltura has a fast-paced environment where initiative is always encouraged. Together with our hybrid work model and flexible state of mind, you get the right conditions for creative juices to flow freely. Thanks to our long line of products, cultivation of rich collaborative culture and care for each Kalturian, you'll never run out of room to grow and evolve.    If you don't meet 100% of the requirements below - that's okay, nobody's perfect! We believe in hiring people, not just a list of skills. We encourage you to apply if you think this is a role that would make you excited about coming to work every day.  The role As our Platinum Support Engineer, your job would give you the chance to be our customer's voice inside Kaltura. You'll have to be fast, adaptive, and flexible. You'll work closely with Cloud gurus and Bug-Fixing ninjas to give our customers seamless support.  If you enjoy being customer obsessed and have video experience cranked up to 11, this might be just for you.  The day-to-day   Case handling, primarily for our video content management platform    Join monthly status calls with the customer and internal Customer Success Manager  Provide timely responses and proactive updates during all phases of case lifecycle   Demonstrate ownership over cases, tickets, and champion case resolution with other teams   Proactively contribute to internal documentation and knowledge sharing with teammates   Able to communicate productively with engineering and product teams     Build relationships with customers and internal stakeholders, including your Customer Care colleagues Ideally, we're looking for 3-5 years previous experience working with Global Fortune 500 companies managing high-touch and strategic accounts 3-5 years in an external customer-facing business-to-business (B2B) role Experience in technical support of applications, specifically within SaaS environments Strong, self-driven team player who excels in Customer Service and understands the "customer first" philosophy Quality-conscious with strong attention to detail in documenting, handling, and tracking technical issues These would also be nice Bachelor's degree from an accredited higher education institution or equivalent experience. PMP/ITIL or equivalent certification An understanding of Internet application technologies, including HTML, JSON, SQL, Java, Internet protocols, networking, firewalls, web server configurations, and security)    *The position is remote, with working hours based in the EST time zone. The perks Hybrid, flexible work environment Zero employee premium health plan, effective from day 1, plus dental and vision benefits   FSA and 401K with company match   Mobile plan and home internet reimbursement    Personal and professional development programs   Occasional Cross company long weekends    An Equal Employment Opportunity Employer and an E-Verify participant

Created: 2024-11-05