Panopto is hiring a
Support Engineer I, Remote - United States

Summary

Panopto is seeking an experienced Support Engineer I to support their interactive video platform, offering opportunities for skill growth and career advancement. The role requires excellent communication skills, advanced troubleshooting abilities, and fluency in German. Preferred qualifications include a Bachelor's Degree in Computer Science, experience in software coding/testing, and knowledge of MS SQL, IIS, and diagnostic tools.

Requirements

• Excellent verbal and written communication skills
• Expert troubleshooting and problem-solving skills in a professional environment
• Experience troubleshooting online technologies and services
• Demonstrable knowledge of Windows (Desktop and Server), Mac OS, networking, and web applications troubleshooting
• Associate’s Degree in Computer Science or related field (or equivalent experience)
• Must be fluent in German language

Responsibilities

• Act as a liaison between customers and Panopto, delivering exceptional service and addressing customer needs promptly and effectively
• Convey information effectively, adapting tone and method to suit different contexts and audiences in German
• Diagnose and resolve complex software issues, documenting actions taken for tracking and analysis
• Prioritize support tickets based on severity and collaborate with the engineering team to ensure timely resolution
• Contribute to the knowledge base by updating documentation and understanding product features to optimize customer support
• Mentor junior support engineers and analysts, fostering a culture of efficiency and teamwork

Preferred Qualifications

• Bachelor's Degree in Computer Science or related field (or equivalent experience)
• Experience in software coding/testing, video production/editing
• Demonstrated knowledge of MS SQL, IIS, and diagnostic tools like Perfmon, Fiddler, or Wireshark

Benefits

• $65,000 - $70,000 a year
• This position is also eligible for a bonus as part of the compensation package