Echo360 · 11 hours ago
Technical Support Engineer
United States
Full-time
Remote
Entry, Mid Level
$60K/yr - $75K/yr
2+ years expEcho360 is the global leader in learning transformation, providing innovative solutions through their Echosystem. The Technical Support Engineer will act as a trusted advisor, resolving complex technical issues while collaborating with various teams to improve customer experience and product quality.
EdTechEducationHigher EducationInformation Technology
Responsibilities
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
Deliver timely, professional, and empathetic communication with customers
Translate technical details into accessible language for users with varying technical backgrounds
Maintain detailed records of customer interactions and solutions
Work with Customer Success, Engineering, and Product to troubleshoot and resolve complex issues
Assist in quality assurance testing and validation of bug fixes or new features
Share insights from support cases to improve documentation and product enhancements
Contribute to public and internal knowledge bases
Identify recurring issues and propose scalable solutions or help documentation updates
Participate in our 24/7 support 'Follow the Sun' model, including rotating after-hours, Holiday, and/or weekend shifts
Participation in 'back-to-school' support coverage will be required
Provide backup coverage and assist in urgent incident response during high-priority events
Qualification
Required
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
Proficiency with tools like Zendesk, Salesforce, Jira, Confluence, and remote diagnostic tools
Comfortable working in a fast-paced, distributed team environment
Preferred
Familiarity with APIs, SSO/SAML, SCORM/LTI, basic SQL or scripting knowledge
Benefits
Medical
Dental
Vision
Life & disability insurance
A 401(k) plan with company match
An unlimited PTO policy
Company
Echo360
Echo360 combines all of the video capabilities into a single, smart solution that is so easy to manage.
51-200 employees
H1B Sponsorship
Echo360 has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Late StageTotal Funding
$214.75MKey Investors
o15 Capital PartnersRunway Growth CapitalDuchossois Technology Partners
2024-05-14Debt Financing· $43M
2022-01-11Acquired
2019-05-01Debt Financing· $15.5M
Leadership Team
D
Debbie Mitchell
Vice President, Human Resources
Recent News
2025-11-26
Morningstar.com
2025-11-22
2025-11-21
Company data provided by crunchbase