Technical Support Engineer at Echo360

Remote
Echo360

Technical Support Engineer

Reston, VA or Remote

The Technical Support Engineer (TSE) provides installation and technical support for Echo360 software and hardware solutions. The TSE interfaces with customers via telephone and email to provide installation assistance, troubleshooting, patches and/or bug fixes, version upgrades, training and best practices. The TSE ensures a high level of customer satisfaction by providing high quality issue resolution within the established response time intervals and service level standards while growing and nurturing a healthy relationship with Echo360 customers.

Some travel may be required (less than 10% overall).

Reports to: Director, Global Technical Services

Responsibilities

  • Provide primary telephone and email technical support response for customers,
    resellers, AV contractors, and prospects
  • Track all phone and email cases in Echo360 CRM database
  • Provide installation, upgrade and training assistance onsite and remotely using screen-
    sharing tools
  • Assist in QA testing new software version releases and patches
  • Liaison with Engineering to verify reported bugs, test fixes and patches, and deliver bug fixes and patches to clients and resellers
  • Liaison with Product to document and discuss new feature request and product enhancements in the Echo360 platform
  • Work with Sales and Engineering to plan and execute evaluation software installation,
    pre-sale and post-sale customer assistance and troubleshooting, custom feature testing
    and release

About You

  • Bachelor’s Degree in Computer Science, Information Systems, or Multimedia (preferred)
  • Strong background in enterprise software (required)
  • Previous experience with Blackboard, Canvas, Moodle, Ellucian, Oracle, Peoplesoft or
    other LMS, CMS or SIS systems or have worked in multimedia services in a university
    setting with course management and lecture capture technologies (strongly preferred)
  • 1+ years Customer/Technical Support experience in digital media software or
    production service in an enterprise environment
  • 2+ years Digital Media Encoding/Production experience
  • Experience with AWS solutions or other SaaS architecture
  • Multimedia knowledge, including:
    • Basic understanding of streaming media, video and audio, including HTML5,
      HLS, RTMP, and internet streaming protocols
    • Basic understanding of web technology including HTML, browsers, web
      servers, etc.
    • Basic understanding of digital desktop media formats
  • Other technical requirements:
    • Ability to install and configure Windows Operating Systems (required)
    • Experience with the MacOS Operating System (required)
    • Experience with iOS and Android Mobile Operating Systems (required)
    • Ability to install and configure Linux Operating Systems (preferred)
    • Basic hardware, software, operating system and device driver
      troubleshooting skills (required)
    • Thorough understanding of Windows and Linux file systems, file permissions
      and disk management, including network attached storage mechanisms and
      remote file system management protocols (required)
    • Ability to configure and perform troubleshooting for basic networking
      connectivity including TCP/IP, DHCP and DNS (required)
    • Understanding of High Availability and Distributed computing practices,
      network load balancing, Fault Tolerance (preferred)
    • Familiarity with databases MySQL/MSSQL/NoSQL (preferred)
  • Strong written and oral communication skills to effectively communicate with
    customers, manage clients’ expectations through issue resolution process, collect
    technical and workflow information, and deliver solutions to customers and resellers
  • Excellent problem-solving skills with high attention to details and good follow through
  • The ability to prioritize client, reseller and prospect issue resolution
  • A strong multi-tasker under time constraints
  • Ability to travel occasionally (less than 10%)

Echo360 helps higher education, companies and professional associations improve student success by driving deeper engagement with classroom and event content. Echo360 combines the industry-leading video platform with engagement tools, assessment and analytics to
generate improved learning outcomes during class sessions and provide students 24/7 access to classroom discussion, presentation materials, and the recorded lecture itself. Our employees take pride in their consistent application of innovation and best practices and their ongoing dedication to the highest standards of software quality.

Echo360 is an equal opportunity employer. We encourage all qualified and motivated individuals to apply.

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