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
- SQL, web server configurations, strong troubleshooting skills
- Experience in technical support of applications, specifically within SaaS environments
- Quality-conscious with strong attention to detail in documenting, handling, and tracking technical issues
- pro-active, solution and detail oriented, and adaptive.
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)
Location: Singapore
