Note: The job is a remote job and is open to candidates in USA. Panopto is the most customer-centric learning technology company in the world, empowering organizations to share knowledge effortlessly. The Support Analyst I role involves triaging and resolving customer inquiries, building a knowledge base, and advocating for users by bridging the gap between customers and the development team.
Responsibilities
- Triage and resolve incoming inquiries via our ticketing system, phone, and live chat with a focus on Clarity Over Complexity
- Transform individual solutions into shared assets by writing and maintaining high-quality product documentation and FAQs
- Replicate and document product issues, ensuring our Engineering teams have the precise data they need to innovate
- Act as a trusted bridge between the customer and our development team, ensuring every interaction builds long-term goodwill
Skills
- 0-2 years in an externally facing technical support environment where you thrived in a dynamic setting
- A proven ability to identify, replicate, and describe technical issues with precision
- Strong prioritization skills and the ability to remain self-directed while managing multiple customer needs
- An Associate's Degree or higher in a tech-related field, paired with a commitment to lifelong learning
- Experience with software testing or quality assurance
- A background in video production or editing—helping you speak the language of our core users
- A Bachelor's degree in Computer Science, MIS, or equivalent hands-on experience
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
Company Overview
- Panopto is an online video platform providing video capture and management software for educators, businesses and government agencies. It was founded in 2007, and is headquartered in Seattle, Washington, USA, with a workforce of 51-200 employees. Its website is http://www.panopto.com.
Company H1B Sponsorship
- Panopto has a track record of offering H1B sponsorships, with 2 in 2025, 2 in 2024, 1 in 2023, 3 in 2022, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.