Technical Support Engineer - Tier 2 Job No.:E104
Technical Support Engineer - Tier 2 Job No.:E105

Technology that's so cool, you'll wish you were back in school.

Remember sitting in Lit class, daydreaming about anything but your class? Before you knew it, class was over, and you missed half of the lecture, and worse, most of the notes.

But this is a new era, and a new technology has surfaced, allowing today's students to access new learning opportunities, anywhere, and at anytime. Lecture capture is revolutionizing the way students learn, and Echo³⁶⁰ is the company that is leading the charge.

Our team faces exciting technical challenges, and our solution is used in classrooms all over the world. Today's on demand student can access our technology through their iPods, laptops, and MP3 players. You, too, can be a part of the future of learning.

Technical Support Engineer - Tier 2

Sterling, VA
Job No.: E104

Major responsibilities include:

• Primary telephone and email technical support response for customers, resellers, 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.
  
• Liaison with Engineering to verify reported bugs, test fixes and patches, and deliver bug fixes and patches to clients and resellers
• Work with Sales and Sales Engineering to plan and execute evaluation software i installation, pre-sale and post sale customer assistance and troubleshooting, custom feature testing and release.
• Some fulfillment for Sales may be required including configuration, shipping and licensing.
• Provide documentation assistance for Troubleshooting techniques, solutions, and procedures.

Position requirements include:

• Bachelor degree in Computer Science, Information Systems or Multimedia desired.
• Be able to prioritize client, reseller and prospect issue resolution order.
• Occasionally manage caller expectations in regards to licensing, support contract and new purchase account status in absence of higher management.
• Must be able to multi-task under time constraints
• Able to work 11:00am to 8pm.
• Up to 50% travel for the position may be required during the busy installation season.
• Travel within the US and limited International required.
• Must be able to communicate with customers, written and orally to manage clients’ expectations through issue resolution process, collect technical and workflow information, and deliver solutions to customers, and resellers.
• Submit bug reports to engineering via internal bug tracking system.
• Must be able to provide pre-sale technical guidance to account managers and prospects orally and in writing (e-mail).
• Ability to deal with difficult personalities in stressful situations.
• 2+ years Digital Media Encoding/Production Experience.
• 1+ years Customer/Technical Support experience in Digital Media Software or Production Service.
• Background in Linux Systems Administration, Windows Systems Administration, Digital Media Authoring software and/or services, Multimedia, Internet/Digital Media Production.
• Customer Service skills required; ability to provide technical support and troubleshooting to customers and resellers on a regular basis.
• Entry level sales skills helpful – ability to present and explain product features to prospects on the telephone and in person.
• Basic understanding of streaming media, video and audio.
• Basic understanding of web technology including HTML, Browsers, Web Servers, etc.
• Basic understanding of digital desktop media formats such as Windows Media, Adobe/Macromedia Flash, Real Networks, QuickTime, as well as popular internet streaming protocols.
• Ability to install and configure Windows Operating Systems.
• Ability to install and configure Linux Operating Systems.
• Ability to install and configure IIS, Apache, and Flash streaming servers.
• Understanding of High Availability and Distributed computing practices. Network l load balancing, Fault Tolerance, preferred.
• Basic hardware, software, operating system and device driver troubleshooting skills.
• Thorough understanding of Windows and Linux file systems, file permissions and disk management, including network attached storage mechanisms and remote file system management protocols.
• Ability to configure and perform troubleshooting for basic networking connectivity including TCP/IP, DHCP and DNS.
• Understanding of Course Management Systems a plus.
• Working knowledge of Microsoft Office applications such as Outlook Email, Word, and Excel.
• Excellent problem solving skills with high attention to details and good follow through.
• Excellent written and oral communication skills
• Outstanding customer service skills.
• Strong interpersonal skills.

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Technical Support Engineer - Tier 2

Sterling, VA
Job No.: E105

Major responsibilities include:

• Primary telephone and email technical support response for customers, resellers, 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.
• Liaison with Engineering to verify reported bugs, test fixes and patches, and deliver bug fixes and patches to clients and resellers.
• Work with Sales and Sales Engineering to plan and execute evaluation software i installation, pre-sale and post sale customer assistance and troubleshooting, custom feature testing and release.
• Some fulfillment for Sales may be required including configuration, shipping and licensing.
• Provide documentation assistance for Troubleshooting techniques, solutions, and procedures.

Position requirements include:

• Bachelor degree in Computer Science, Information Systems or Multimedia desired.
• Be able to prioritize client, reseller and prospect issue resolution order.
• Occasionally manage caller expectations in regards to licensing, support contract and new purchase account status in absence of higher management.
• Must be able to multi-task under time constraints
• Able to work 11:00am to 8pm.
• Up to 50% travel for the position may be required during the busy installation season.
• Travel within the US and limited International required.
• Must be able to communicate with customers, written and orally to manage clients’ expectations through issue resolution process, collect technical and workflow information, and deliver solutions to customers, and resellers.
• Submit bug reports to engineering via internal bug tracking system.
• Must be able to provide pre-sale technical guidance to account managers and prospects orally and in writing (e-mail).
• Ability to deal with difficult personalities in stressful situations.
• 2+ years Digital Media Encoding/Production Experience.
• 1+ years Customer/Technical Support experience in Digital Media Software or Production Service.
• Background in Linux Systems Administration, Windows Systems Administration, Digital Media Authoring software and/or services, Multimedia, Internet/Digital Media Production.
• Customer Service skills required; ability to provide technical support and troubleshooting to customers and resellers on a regular basis.
• Entry level sales skills helpful – ability to present and explain product features to prospects on the telephone and in person.
• Basic understanding of streaming media, video and audio.
• Basic understanding of web technology including HTML, Browsers, Web Servers, etc.
• Basic understanding of digital desktop media formats such as Windows Media, Adobe/Macromedia Flash, Real Networks, QuickTime, as well as popular internet streaming protocols.
• Ability to install and configure Windows Operating Systems.
• Ability to install and configure Linux Operating Systems.
• Ability to install and configure IIS, Apache, and Flash streaming servers.
• Understanding of High Availability and Distributed computing practices. Network l load balancing, Fault Tolerance, preferred.
• Basic hardware, software, operating system and device driver troubleshooting skills.
• Thorough understanding of Windows and Linux file systems, file permissions and disk management, including network attached storage mechanisms and remote file system management protocols.
• Ability to configure and perform troubleshooting for basic networking connectivity including TCP/IP, DHCP and DNS.
• Understanding of Course Management Systems a plus.
• Working knowledge of Microsoft Office applications such as Outlook Email, Word, and Excel.
• Excellent problem solving skills with high attention to details and good follow through.
• Excellent written and oral communication skills
• Outstanding customer service skills.
• Strong interpersonal skills.

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Candidates must be eligible to currently work in the United States for any employer.

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