Support Analyst

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.

• 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.

• Customer‑Centric
  
  Experience:
  
  0–2 years in an externally facing technical support environment.
• Analytical Mindset: Proven ability to identify, replicate, and describe technical issues with precision.
• Operational Excellence: Strong prioritization skills and ability to remain self‑directed while managing multiple customer needs.
• Educational Baseline: Associate’s Degree or higher in a tech‑related field, paired with a commitment to lifelong learning.

• Experience with software testing or quality assurance.
• Background in video production or editing.
• Bachelor’s degree in Computer Science, MIS, or equivalent hands‑on experience.

• Within 6 Months (Integration): Master the Panopto internal Knowledge Base and independently resolve tier‑1 tickets with high customer satisfaction scores.
• Within 1 Year (Impact): Identify 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): 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.

Salary: $45,000 - $50,000 per year. Eligible for a bonus. Benefits include health insurance, flexible spending accounts, retirement savings plans, life and disability insurance, and paid/unpaid time off.

Remote, US:
Position eligible for remote work across the US.
Remote, International:
Position eligible for remote work, with occasional travel to local international office.

Panopto is an Equal Opportunity Employer. We value and encourage diversity and solicit applications from all qualified individuals, providing consideration without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status. Panopto is committed to providing reasonable accommodation to applicants with disabilities.