Position: Technical support engineer
Company: AMTOSS
Category: Support
Experience required: 3y
English level: fluent
Published: 2023-01-01T00:00:00+02:00

Kaltura provides live and on-demand video SaaS solutions to thousands of organizations around the world, engaging hundreds of millions of viewers at home, at work, and at school.

**DESCRIPTION**
Kaltura provides live and on-demand video SaaS solutions to thousands of organizations around the world, engaging hundreds of millions of viewers at home, at work, and at school.

We are a leader in the Cloud TV industry. We have a fast-paced environment where standards are high, and initiative is always encouraged. We have around 800 employees globally and we are growing rapidly, globally.

We promote a flexible and casual work environment.
We encourage you to apply even if you do not reach 100% of the requirements

**REQUIREMENTS**

We are looking for a Tier 3 technical support engineer to assist our customers using our IP TV solution, which is part of our video software (SaaS) platform. This is an exciting opportunity to be part of a growing industry and partner with top accounts. 

As part of our Customer Support team, you will provide technical support to our business customers (B2B), enterprise companies, and other top accounts. Your role is to be responsible for answering how-to questions and resolving or escalating technical issues. You will have the ability to escalate complex technical issues and fix requests to our Tier 4 Integration and R&D teams. 

Communication with customers consists of working on cases in our ticketing system and the occasional phone or video call to troubleshoot technical issues. You will have opportunities to collaborate with other teams including engineering, product, professional services, and account management.  

Our Customer Support team has support engineers located on 3 continents (USA, Europe, and Asia).  

**Ideally, we’re looking for:**

- At least 3 — 5 years experience in a customer-facing support role (external B2B);
- Previous experience supporting software (SaaS);
- Strong technical troubleshooting and problem-solving skills ;
- Leading the analysis and resolution of technical issues arising with Media Processing Integrations (Cloud-based);
- Troubleshooting system integration, compatibility, product level, and customer ecosystem faults using monitoring tools, Queries, and logs. Planning and implementing upgrade and expansion procedures;
Knowledge of coding languages (such as Java, Python, Ruby, etc.), API libraries, and DB;
- Demonstrable knowledge of web technologies and terminology (e.g., HTML/CSS, AJAX, Java, PHP, HTTP/S, etc.) ;
- Deep technical knowledge of one or more of the following disciplines: Video compression/Optimization (MPEG-2, MPEG-4, HEVC), digital video broadcast, video servers, Streaming Technologies, DPI, and IP networking;
- At least 2 years of experience with OTT delivery protocols (ABR, HSS, HLS, DASH) and MPEG2-TS, CDNs -Mandatory;
- Monitoring the deployed system as necessary;
- Answering questions from customers and prospective customers about the features and capabilities of the products;
- Experienced in managing escalation calls with customers’ top management ;
- Ability to multi-task, work under pressure and tight deadlines ;
- Previous experience working in a global company ;
- Developing customer-facing documentation as needed;
- Communicating customer requirements to our product and engineering staff;
- Shift work schedule.

**These would also be nice: **

 - Previous experience with video software;
 - Experience working with AWS Cloud Solutions or equivalent.

**WE OFFER**

— 24 working days of vacation;
— Paid sickness leave;
— Official Ukrainian holidays are non-working days;
— English courses;
— Pleasant family atmosphere and minimal bureaucracy;
— Comfortable working environment;
— Highly professional colleagues;
— Tax compensation;
— Accounting support.