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Join Our Talent Community: Support Analyst I

21 hours, 36 minutes ago
United States
Entry Level
Technical Support Engineer
Technical Writing and Documentation
Apply Now
Panopto

Panopto

Panopto is a leading video platform offering secure multimedia knowledge capture solutions for businesses and universities worldwide.

Media
51-200
Founded 2007
$8M raised
View All Jobs 14

Description

  • Triage, prioritize, and route support tickets received through a web-based ticketing system, phone, and live chat.
  • Troubleshoot customer issues, replicate and document simple bugs, and prioritize product issues.
  • Provide timely, professional customer support and maintain complete records of actions taken in the ticketing system.
  • Create and maintain product documentation, FAQs, and internal knowledge-base materials.
  • Collaborate with Support teammates to deliver a strong user experience and provide customer updates.
  • Escalate complex customer issues and work with Engineering and Development teams toward resolution.

Requirements

  • 0–2 years of experience in a fast-paced, customer-facing technical support role.
  • Associate degree or higher in a technology-related field.
  • Ability to identify, describe, and document technical issues clearly.
  • Strong prioritization, multitasking, teamwork, and collaboration skills.
  • Ability to thrive in a fast-paced, changing environment and exercise good judgment.
  • Ability to work proactively and independently when needed.
  • Willingness to take on additional duties in support of Panopto’s mission and values.
  • Software testing experience (preferred).
  • Video production and editing experience (preferred).
  • Bachelor’s degree, preferably in Computer Science or MIS, or equivalent applicable experience (preferred).

Benefits

  • Remote-first work environment with remote eligibility.
  • Flexible, remote-friendly work options.
  • Hybrid employees may work remotely while making regular trips to the Pittsburgh office.
  • International remote employees may occasionally visit a local international office, where applicable.

Interested in this position?

Apply directly on the company website

Apply Now

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