Panopto is hiring a
Tier III Application Engineer

Summary

Panopto is seeking an experienced Application Engineer III to support its interactive video platform in a dynamic environment. The role involves troubleshooting complex software issues, customer service, mentoring junior engineers, and contributing to the knowledge base. Required qualifications include a Bachelor's degree in Computer Science or related field, expert troubleshooting skills, excellent communication skills, experience in online technologies, knowledge of Windows, Mac OS, networking, MS SQL, IIS, web applications troubleshooting, and diagnostic tools like Perfmon, Fiddler, or Wireshark. Fluency in German is also required.

Requirements

• Bachelor's Degree in Computer Science or related field (or equivalent experience)
• Expert troubleshooting and problem-solving skills in a professional environment
• Ability to work effectively in a team and adapt to a fast-paced environment
• Excellent verbal and written communication skills
• Experience in online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools
• Demonstrable knowledge of Windows (Desktop and Server), Mac OS, networking, MS SQL, IIS, web applications troubleshooting, and diagnostic tools like Perfmon, Fiddler, or Wireshark
• 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
• 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 Tier I and II support engineers, fostering a culture of efficiency and teamwork

Benefits

• Health insurance
• Retirement benefits
• Paid time off
• Remote work, flexible hours
• Life and disability insurance
• Bonuses and incentives
• Professional development opportunities
• Wellness programs
• Family and parental leave