Japanese (Proficient)English (Fluent)Problem Solvingtroubleshooting
3 to 5 years
Monday To Friday
Kaltura’s mission is to power any video experience for any organization. Kaltura is the video experience cloud, powering communication, collaboration, learning, and entertainment. Kaltura’s products are used by over 1,000 global enterprises, media companies, service providers, and educational institutions, engaging more than a hundred million viewers at home, at work, and at school.
Our core values are openness, flexibility, and collaboration. We like to think of ourselves as a cool, fun, and talented group of professionals looking to create cutting-edge technology. Kaltura is a fast-paced environment where standards are high, and initiative is always encouraged. Kaltura has over 600 employees worldwide with offices in New York, London, Singapore, and Tel Aviv. We are growing rapidly and have many exciting open positions all over the world. We promote a flexible work environment that encourages work-life-balance, internal mobility and relocation, community involvement, LGBTQ rights, a refer-a-friend program, and a newly launched paternity leave policy.
We are looking for a Tier 2 technical support engineer to assist our customers using our Virtual Events platform, 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 Care team, you’ll provide technical support to our business customers (B2B), enterprise companies, and other top accounts who are transforming their events and conferences from the physical domain to the virtual one. Your role is to be responsible for answering how-to questions and resolving or escalating technical issues. You’ll have the ability to escalate complex technical issues and fix requests to our Tier 3 support 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’ll have opportunities to collaborate with other teams including engineering, product, professional services, and account management. To support your work, you’ll have enterprise licenses to a suite of applications, including Jira, Microsoft 365, Salesforce, Teams chat/video calls, and more. Kaltura’s Customer Care team has support engineers located on 3 continents (USA, Europe, Asia) and includes Tiers 1 – 3. There is an additional 24/7 team that triages P1 issues outside of normal US business hours.
Position will be working from home office
Case handling, primarily for webcasting/video conference products and our video content management platform
Provide timely responses and proactive updates during all phases of case lifecycle
Demonstrate ownership over cases and tickets, and champion ticket 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!
At least 3 - 5 years experience in a customer-facing support role
Previous experience supporting software
Polished verbal / written communication skills in English and Japanese
Strong technical troubleshooting and problem-solving skills
Previous experience working in a global company
Previous experience with WebRTC and/or video conferencing software
Demonstrable knowledge of web technologies and terminology (e.g. HTML/CSS, AJAX, Java, PHP, HTTP/S etc.)
Previous experience supporting video applications and/or platforms