Holon Institute of Technology

John Bryce

Rothberg

Tier 3, Backend Support Engineer at Kaltura

Working on Linux Bash, maintain a local environment of the product to test and fix code issues.Bash commands - ssh, grep, scp, piping, awk, for loops, and more on a day to day basis.Bash scripting.Reviewing the DB and logs for investigations, fix DB queries if needed.Handling 1st & 2nd tier support bug reports to debug and fix API code and config issues.

Kaltura

Tier 3, Backend Support Engineer

Managing the shift - monitoring the cases queue, prioritizing and assign cases to engineers per SLAs and impact on the client's service.Believe in "hands on" approach handling cases and client's unique flows, working with the engineers on shift to investigate cases.Training new engineers to understand, investigate and communicate with clients and internally (i.e. how to submit a bug report correctly)

Support Supervisor

Working with clients to understand, reproduce and resolve product issues (configuration or bugs)Investigating the product's API, Player and Applications using network tools (if needed) to debug the reported issue - either resolve it myself or submit a bug to R&D, work with them until fixed.Communicating with clients over the phone or online debugging sessions.

Amir Asaelov