Tier 2 Technical Support Engineer

TL;DR

Tier 2 Technical Support Engineer (Video Streaming): Provide technical support for enterprise customers and Telco operators using hirify.global’s Platform for TV Streaming with an accent on troubleshooting complex issues, integration, and onboarding. Focus on analyzing logs, API calls, error messages, and collaborating with R&D, Product, and other teams to resolve problems and enhance customer experience.

Location: Hybrid work model with offices in New York, London, Singapore, and Tel Aviv; global support organization with occasional on-call rotations.

Company

Global leader in cloud video solutions (NYSE:KLTR) powering live, on-demand, and real-time video experiences for organizations worldwide.

What you will do

• Deliver technical support to enterprise B2B customers, serving as primary contact for hirify.global OTT customers in internet-based TV streaming.
• Troubleshoot and resolve complex technical problems using logs, API calls, SQL, Grafana, OpenSearch, and debugging tools.
• Escalate issues to internal teams when necessary and participate in on-call rotations for critical issues.
• Collaborate with R&D, Product, Professional Services, and Account Management to improve customer experience.

Requirements

• 4+ years of experience in technical support within a SaaS company.
• Strong troubleshooting skills with log analysis, REST APIs, JSON, and SQL.
• Understanding of networking fundamentals: DNS, HTTP/HTTPS, SSL, TCP/IP.
• Experience with AWS services (CloudWatch, Athena, S3) and monitoring tools (Grafana, Prometheus, OpenSearch).
• Familiarity with Jira and Salesforce.
• High proficiency in spoken English (native-level fluency preferred).

Nice to have

• Bachelor’s degree in Computer Science, IT, or related field.
• Scripting in Python, Bash, or JavaScript.
• Knowledge of streaming protocols (HLS, DASH, RTMP) and video delivery methods.

Culture & Benefits

• Diverse and collaborative environment with 700+ team members across global offices.
• Hybrid work model and flexible mindset to encourage initiative and creativity.
• Fast-paced culture focused on growth, rich product line, and employee care.