Support Engineer I

Summary

Join Panopto as a Support Engineer I and play a crucial role in supporting our interactive video platform. You will utilize advanced troubleshooting skills and customer interaction expertise, serving as a point of escalation for technical issues. Ensure prompt and effective resolution while fostering positive customer relationships. This role offers opportunities for skill growth and career advancement. You will work with customers, troubleshoot complex software issues, manage tickets, and contribute to the knowledge base. Mentoring junior engineers is also part of the role.

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)

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
• 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

• Health insurance
• Flexible spending accounts
• Retirement savings plans
• Life and disability insurance programs
• Programs that provide for both paid and unpaid time away from work
• Bonus
• Remote work