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, utilizing advanced troubleshooting skills and customer interaction expertise. The role offers opportunities for skill growth and career advancement in a collaborative team environment. Preferred time zone is PST, but other time zones may be considered.

Requirements

• Ability to work effectively in a team and adapt to a fast-paced environment
• 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

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

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

$47,000 - $58,000 a year salary range with opportunities for bonuses