Join Our Talent Community: Support Analyst I

Job Overview

Support Analyst I at Panopto is your first line of defense in helping users succeed.

You’ll prioritize support tickets, assess issues, and collaborate with a team to deliver timely and effective solutions while shaping the internal Knowledge Base.

• Work You’ll Do
• Triage: Identify priority and route work tickets via web-based ticketing system, over phone, or via live chat.

Actively learn Panopto’s internal Knowledge Base.

Write and maintain product documentation/FAQs/support materials.

Replicate, describe and prioritize simple bugs and product issues.

• Customer

Service: Handle tickets via web-based ticketing system, over phone, or via live chat.

Positively represent the company and develop goodwill in all customer interactions.

Write and maintain clear and complete records in the ticketing system of actions taken.

• Team

Collaboration: Work closely with other Support team members to provide a great user experience.

Be friendly, efficient, and dependable, providing timely updates to customers.

Escalate and work with Engineering & Development on complex customer issues.

• Required Qualifications
• 0-2 years in a fast-paced, externally facing technical support role
• Ability to identify and describe issues
• Great prioritization and multitasking skills
• Great teamwork and collaboration skills
• Ability to excel in a fast-paced environment, embrace change and show good judgment
• Ability to work proactively and function in a self-directed manner when required
• Associate’s Degree or higher in tech related field
• Ability to take on other duties to help drive our vision, mission and align with our organization’s values.
• Preferred Qualifications
• Software testing experience
• Video production and editing experience
• BS, preferably in Computer Science or MIS or applicable experience

Compensation & Benefits

Salary Range

$45,000 – $55,000 per year. The position is eligible for a bonus. Base pay may vary based on experience, skills and location.

The Total Rewards package includes competitive base pay and the opportunity to enroll in benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance, paid and unpaid time off.

• Location
• Hybrid, US: Remote work with regular trips to the Pittsburgh office.
• Remote, US: Fully remote-friendly, eligible to work remotely.
• Remote, International: Fully remote-friendly, may travel to local international office when applicable.
• Equal Opportunity Statement

Panopto is an Equal Opportunity Employer.

We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria.

Panopto is committed to providing reasonable accommodation to applicants with disabilities.

If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department.

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