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Support Analyst I

1 month, 1 week ago
United States
Full-time
Entry Level
Customer Support
Technical Writing and Documentation
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Panopto

Panopto

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

Media
51-250
Founded 2007
$8M raised
View All Jobs 13

Description

  • Triage and resolve incoming customer inquiries through the ticketing system, phone, and live chat.
  • Replicate, investigate, and document product issues with clear technical details for engineering teams.
  • Write and maintain product documentation, FAQs, and Knowledge Base articles.
  • Act as a trusted bridge between customers and the development team to support a positive customer experience.
  • Prioritize and manage multiple customer needs while working independently in a dynamic support environment.
  • Identify recurring technical trends and contribute insights that reduce ticket volume and improve support quality.
  • Support tier-1 issue resolution and maintain high customer satisfaction.
  • Contribute to team initiatives that advance Panopto’s core values and support collective learning.
  • Serve as a subject matter expert in a specific area of the product over time.

Requirements

  • 0–2 years of experience in an externally facing technical support environment.
  • Strong understanding of computer systems, networking, and customer service.
  • Ability to identify, replicate, and describe technical issues with precision.
  • Strong prioritization skills and the ability to remain self-directed while managing multiple customer needs.
  • Associate’s degree or higher in a tech-related field.
  • Experience with software testing or quality assurance (preferred).
  • Background in video production or editing (preferred).
  • Bachelor’s degree in Computer Science, MIS, or equivalent hands-on experience (preferred).
  • Commitment to lifelong learning.
  • Ability to work remotely in the US.

Benefits

  • $45,000–$50,000 annual salary.
  • Eligibility for a bonus as part of the compensation package.
  • Health insurance and flexible spending accounts.
  • Retirement savings plans.
  • Life and disability insurance programs.
  • Paid and unpaid time away from work.
  • Remote-first work environment with remote eligibility for this position.
  • Pay equity and transparent salary range with no negotiation beyond the established range.

Interested in this position?

Apply directly on the company website

Apply Now

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