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10 days ago
Requirements and responsibilities
Company Overview:At Panopto, we are the most customer-centric learning technology company in the world. As the leader in visual and audio-based learning, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don’t just build software; we obsess over our users’ goals to deliver solutions that truly matter. Our mission is simple: to attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career.To enhance our team we are seeking an experienced Customer Support Analyst I with excellent teamwork and collaboration abilities with a strong understanding of computer systems, networking, and customer service.Position Summary: In this role, you will have the opportunity to do the most impactful work of your career, elevating your craft while contributing to a team that values lifelong learning.As a Support Analyst I, you aren't just answering tickets; you are an essential guardian of the customer experience. You will exercise judgment to solve technical hurdles, collaborate across teams to bridge the gap between users and engineering, and contribute to the collective wisdom of our global community. You'll also have opportunities to contribute to other initiatives that directly advance our core values and support you in elevating your craft.How You’ll ContributeIn this role, you will have the opportunity to…Owning the Front Line: Triage and resolve incoming inquiries via our ticketing system, phone, and live chat with a focus on Clarity Over Complexity.Building the Knowledge Base: Transform individual solutions into shared assets by writing and maintaining high-quality product documentation and FAQs.Technical Problem Solving: Replicate and document product issues, ensuring our Engineering teams have the precise data they need to innovate.Advocating for the User: Act as a trusted bridge between the customer and our development team, ensuring every interaction builds long-term goodwill.How We Thrive: Our success depends on our Collective Wisdom. You will join a team that challenges ideas, not people, and focuses on outcomes rather than just activity. We provide world-class support that directly impacts customer retention, ensuring every voice is heard and every teammate is supported when a project hits a snag.The Foundation for Success:Customer-Centric Experience: 0–2 years in an externally facing technical support environment where you thrived in a dynamic setting.Analytical Mindset: A proven ability to identify, replicate, and describe technical issues with precision.Operational Excellence: Strong prioritization skills and the ability to remain self-directed while managing multiple customer needs.Educational Baseline: An Associate’s Degree or higher in a tech-related field, paired with a commitment to lifelong learning.What Sets You Apart:Experience with software testing or quality assurance.A background in video production or editing—helping you speak the language of our core users.A Bachelor’s degree in Computer Science, MIS, or equivalent hands-on experience.What Success Looks Like:Within 6 Months (Integration): You have mastered the Panopto internal Knowledge Base and are independently resolving tier-1 tickets with high customer satisfaction scores.Within 1 Year (Impact): You are identifying recurring technical trends and have authored at least five major articles in the Knowledge Base that measurably reduce ticket volume for common issues.Your Legacy (Ownership): You have become a subject matter expert in a specific area of the product, serving as the go-to resource for both the Support and Engineering teams.Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge, skills, experience, and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work.At Panopto, our commitment to pay equity and transparency is unwavering. We do not engage in salary negotiations beyond the established range to maintain fairness and prevent potential pay disparities among team members based on negotiation strategies.Beyond the Requirements: At this point, we hope you're feeling excited about the job description you’re reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply.We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes. We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.Recruiting Tips: From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto.The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently: Application Review -> Recruiter Call -> Video Interview & Assessment -> Hiring Manager Call -> Interview Loop -> Debrief -> OfferOur people and culturePanopto’s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a fair, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively.We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users.A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney.
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