Technical Support Engineer

We are seeking a highly motivated and technically adept Technical Support Engineer to join our global support team s 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 Echo system modules and third-party integrations.

In this role, you will act as a trusted technical advisor to our customers, requiring a deep understanding of systems architecture, media pipelines, authentication frameworks, and learning technology standards. You will be responsible not only for solving problems and collaborating with the Customer Success team, but also for identifying root causes, documenting repeatable solutions, and communicating insights back to our Product and Engineering teams to drive long-term improvements.

The ideal candidate will thrive in a dynamic environment, demonstrate accountability from start to finish on every customer issue, and maintain a high standard of technical depth, responsiveness, and empathy. If you’re someone who takes initiative, loves to dig deep into technical problems, and is passionate about improving the customer experience, this role is for you.

The Primary Responsibilities for this role include:

• Strong customer orientation and sense of ownership.
• Effective verbal and written communication.
• Patience and empathy when working with customers under stress.
• Ability to work independently and collaboratively in a fast-paced environment.
• Curious mindset with a desire to learn and improve support processes.

• 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.

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

This position is FULLY REMOTE; we will consider candidates who are located in many, but not all, states within the United States. For US-based positions, candidates must be eligible to work in the United States for any employer.

The base salary range for this position is $60,000–$75,000 annually. Salary commensurate with experience.

Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, and…