About Echo360
Mission-driven, forward-thinking, research-minded and open. We invite you to learn more about us and our partners.
Our team is dedicated to helping educators around the globe develop future generations of leaders, scholars and visionaries. We work in a fast-paced, entrepreneurial environment, where we are driven by our passion for education and learning. At Echo360, we value innovation, foster collaboration, and encourage employees to forge their own path. We work hard, but we also haven’t forgotten how to have fun.
Job Openings
Are you ready to transform education?
While finding employees who meet the specific requirements of a job is important, our team shines because of a shared set of highly-regarded personal characteristics. At Echo360 we are:
Passionate about education.
Self-motivated and intelligent with the stamina to work in a high-performance environment.
Collaborative and work as a team.
Dedicated to servicing our customers and exceeding their expectations.
Friendly and fun - we work hard and play hard.
Dedicated to our individual success as well as the success of the organization.
Open to learning and to thinking outside the box.
To apply for any of the positions listed here please forward your resume and cover letter to HR@echo360.com and include the job title in the subject line. No agencies please. For US-based positions, candidates must be local and eligible to work in the United States for any employer.
Echo360 is proud to be an EOE/M/F/V/D employer.
Open Positions
Location
Reston, VA or Remote
About the Job
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
- Basic understanding of streaming media, video and audio, including HTML5,
- 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.
Benefits and Perks
In addition to competitive salaries and bonuses to eligible employees, our comprehensive benefits package reflects the values and culture of our company while supporting the needs of our team members.
Exceptional health benefits including medical, dental, vision, wellness reimbursement.
Employee Assistance Program for other things that get in the way of life.
Domestic partner benefits.
Flexible work schedule and telework options.
Tuition assistance.
Casual dress environment.
Unlimited caffeine and weekly company catered breakfasts.
Your choice of Mac or PC.
Flex spending for health and dependent care.
Company paid life and disability insurance.
Three(3) weeks of paid vacation plus floating and personal holidays and sick days.
Company-sponsored volunteer opportunities plus paid time off for volunteer work.
Generous maternity/paternity leave.
On-site gym with showers and locker rooms.
Company-sponsored food and social events.
Our international employee salaries and benefits are competitive and customized by location.