Panopto is hiring a
Support Engineer I, Remote - United States
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Support Engineer I
🏢 Panopto
💵 $65k-$70k
📍United States
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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
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