Remote Tier-3 Technical Support Engineer

Echo360 Inc; Remote; CAD 82,000 - 103,000; Full time

Job summary

A global technology company is seeking a Technical Support Engineer to join their support team. This fully remote role requires a proactive mindset and strong troubleshooting skills. The ideal candidate will have over 2 years of experience in technical support, preferably in SaaS or EdTech. Responsibilities include resolving complex technical issues, collaborating with various teams, and providing exceptional customer support. A bachelor's degree or equivalent experience is required, along with familiarity with relevant tools and technologies.

Benefits

Comprehensive medical, dental, vision, life & disability insurance

401(k) plan with company match

Unlimited PTO policy

Qualifications

• 2+ years in technical support, support engineering, or IT role (SaaS or EdTech preferred).
• Familiarity with video platforms, streaming technology, and LMS systems.
• Strong written and verbal communication skills.

Responsibilities

• Serve as Tier 3 support for escalated customer issues.
• Investigate, diagnose, and resolve platform issues.
• Work with Customer Success, Engineering, and Product teams.

Skills

Strong customer orientation

Effective communication

Problem-solving

Technical troubleshooting

Empathy

Education

Bachelor's degree or equivalent professional experience

Tools

Zendesk

Salesforce

Jira

Confluence

Job description

A global technology company is seeking a Technical Support Engineer to join their support team. This fully remote role requires a proactive mindset and strong troubleshooting skills. The ideal candidate will have over 2 years of experience in technical support, preferably in SaaS or EdTech. Responsibilities include resolving complex technical issues, collaborating with various teams, and providing exceptional customer support. A bachelor's degree or equivalent experience is required, along with familiarity with relevant tools and technologies.