Full-Time Support Engineer I

Company Overview: Panopto is a dynamic and rapidly growing company. We seek an experienced Application Support Engineer to support end users.

Position Summary: As a Support Engineer I, you'll support our interactive video platform. You'll resolve technical issues and foster positive customer relationships.

Work You’ll Do:

• Customer Focus: Act as a liaison between customers and Panopto, providing exceptional service.
• Communication: Convey information effectively, adapting to different contexts.
• Troubleshooting: Diagnose and resolve complex software issues, documenting actions.
• Ticket Management: Prioritize support tickets and collaborate with the engineering team.
• Product Knowledge: Contribute to the knowledge base and optimize customer support.
• Collaboration: Mentor junior support engineers.

Required Qualifications:

• Ability to work in a fast-paced team environment.
• Excellent verbal and written communication skills.
• Expert troubleshooting and problem-solving skills.
• Experience troubleshooting online technologies and services.
• Knowledge of Windows (Desktop and Server), Mac OS, networking, and web applications.
• Associate’s Degree in Computer Science or equivalent experience.

Preferred Qualifications:

• Bachelor’s Degree in Computer Science or equivalent experience.
• Experience in software coding/testing or video production/editing.
• Knowledge of MS SQL, IIS, and diagnostic tools like Perfmon, Fiddler, or Wireshark.

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