Qualifications
Key Responsibilities: Soft Skills:Demonstrated customer-oriented approach with a sense of ownership.Excellent verbal and written communication skills.Ability to exhibit patience and empathy while assisting customers under pressure.Strong capability to work independently and within a team in a bustling environment.Curiosity and eagerness to learn and enhance support processes. Technical Troubleshooting:Provide Tier 3 support for escalated customer inquiries through ticketing systems, email, and live interactions.Investigate, diagnose, and resolve issues across web, mobile, third-party, and API platforms.Reproduce bugs and prepare documentation for escalation to the Engineering team.Collaborate with QA and Product teams to pinpoint root causes and confirm fixes. Customer Communication:Deliver timely, professional, and compassionate communication to customers.Translate technical details into understandable terms for users.
About the job
Join the dynamic team at Echo360 as a Technical Support Engineer and become an integral part of our global support initiative. This role is designed for individuals who are not just problem solvers but proactive innovators. You'll take ownership of complex technical challenges within our Echosystem and its integrations, ensuring customer satisfaction through exceptional service.
As a trusted technical advisor, you will utilize your extensive knowledge of systems architecture, media pipelines, authentication frameworks, and learning technology standards to independently troubleshoot and resolve issues. Your role will involve working closely with our Customer Success team to document solutions and relay insights to our Product and Engineering teams to foster continuous improvement.
The perfect candidate will thrive in a fast-paced environment, demonstrating accountability and maintaining high standards in technical expertise, responsiveness, and empathy. If you are passionate about deep technical problem-solving and enhancing the customer experience, we want to hear from you!
About Echo360 Inc.
Echo360 is a leading provider of technology solutions for education, focused on enhancing the learning experience through innovative video and analytics solutions. We are dedicated to improving engagement and accessibility in learning environments worldwide.