Technical Support Engineer - Remote Position at Echo360

About the Role

We are seeking a highly motivated and technically adept Technical Support Engineer remote to join our global support team at Echo360. This is not a typical support role - this position demands a proactive mindset, a strong sense of ownership, and exceptional follow-through. You will be expected to independently investigate, analyze, and resolve complex technical issues across our Echosystem modules and third-party integrations.

What You'll Do

• Act as a trusted technical advisor to our customers, requiring a deep understanding of systems architecture, media pipelines, authentication frameworks, and learning technology standards.
• Serve as Tier 3 support for escalated customer issues via ticketing systems, email, and live sessions.
• Investigate, diagnose, and resolve platform issues across web, mobile, third-party, and API environments.
• Reproduce bugs and provide detailed documentation for escalation to Engineering.
• Collaborate with QA and Product teams to identify root causes and test fixes.

Requirements

• Bachelor's degree or equivalent professional experience.
• 2+ years in technical support, support engineering, or IT role (SaaS or EdTech preferred).
• Familiarity with video platforms, streaming technology, and LMS systems (Canvas, Blackboard, Moodle, D2L, etc.).
• Understanding of networking concepts, browser dev tools, APIs, and log analysis.
• Strong written and verbal communication skills.

Nice to Have

• Familiarity with APIs, SSO/SAML, SCORM/LTI, basic SQL or scripting knowledge.

What We Offer

• Comprehensive benefits including medical, dental, vision, life & disability insurance.
• A 401(k) plan with company match.
• An unlimited PTO policy.
• Fully remote work environment.
• Opportunities for professional growth and development.

If you're someone who takes initiative, loves to dig deep into technical problems, and is passionate about improving the customer experience, this Technical Support Engineer remote role is for you.