Support Engineer I

Company Overview: Panopto is a dynamic and rapidly growing company backed by a leading private equity firm. With a team of approximately 200 dedicated professionals, we are committed to empowering learners with interactive video.As we continue to promote growth and expansion, we seek an experienced Application Support Engineer who enjoys complex troubleshooting in a dynamic environment and is interested in new challenges supporting end users. Join Panopto and be part of an exciting journey where your desire to support customers in a technical capacity will significantly impact the quality of our customers’ experience. If you're a proactive, technically-minded professional ready to provide an exceptional customer experience, we encourage you to apply.Position Summary:As a Support Engineer I, you'll play a crucial role in supporting our interactive video platform, utilizing your advanced troubleshooting skills and customer interaction expertise. You'll serve as a point of escalation for technical issues, ensuring prompt and effective resolution while fostering positive customer relationships. This role offers opportunities for skill growth and career advancement in a collaborative team environment.In this role, you will...Work You’ll Do:Customer Focus: Act as a liaison between customers and Panopto, delivering exceptional service and addressing customer needs promptly and effectively.Communication: Convey information effectively, adapting tone and method to suit different contexts and audiences.Troubleshooting: Diagnose and resolve complex software issues, documenting actions taken for tracking and analysis.Ticket Management: Prioritize support tickets based on severity and collaborate with the engineering team to ensure timely resolution.Product Knowledge: Contribute to the knowledge base by updating documentation and understanding product features to optimize customer support.Collaboration: Mentor junior support engineers and analysts, fostering a culture of efficiency and teamwork.Required Qualifications:Ability to work effectively in a team and adapt to a fast-paced environmentExcellent verbal and written communication skillsExpert troubleshooting and problem-solving skills in a professional environmentExperience troubleshooting online technologies and servicesDemonstrable knowledge of Windows (Desktop and Server), Mac OS, networking, and web applications troubleshootingAssociate’s Degree in Computer Science or related field (or equivalent experience)Preferred Qualifications:Bachelor's Degree in Computer Science or related field (or equivalent experience)Experience in software coding/testing, video production/editingDemonstrated knowledge of MS SQL, IIS, and diagnostic tools like Perfmon, Fiddler, or WiresharkOur people and culturePanopto’s mission is to help anyone share knowledge using video. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a diverse, 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. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit not only drives us towards effective solutions but also fuels our drive to continually improve and innovate, ultimately enhancing the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.Our purposeWe 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 1,500 companies and universities worldwide with over ten million end users. Today, Panopto’s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.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, in accordance with applicable law. 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.Hybrid, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they must make regular trips to the Pittsburgh office, located on the north side of Pittsburgh along the Three Rivers Heritage Trail with quick access to downtown. Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.

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