Support Analyst I

Panopto

6d • $45,000 - $50,000 • Remote

About The Position

At Panopto, we are the most customer-centric learning technology company in the world. As the leader in visual and audio-based learning, we empower organizations to share knowledge effortlessly in a capture and post-capture world. We don’t just build software; we obsess over our users’ goals to deliver solutions that truly matter. Our mission is simple: to attract the brightest talent, people like you, to Elevate the Craft and do the most impactful work of your career.

To enhance our team we are seeking an experienced Customer Support Analyst I with excellent teamwork and collaboration abilities with a strong understanding of computer systems, networking, and customer service.
Position Summary: In this role, you will have the opportunity to do the most impactful work of your career, elevating your craft while contributing to a team that values lifelong learning.
As a Support Analyst I, you aren't just answering tickets; you are an essential guardian of the customer experience. You will exercise judgment to solve technical hurdles, collaborate across teams to bridge the gap between users and engineering, and contribute to the collective wisdom of our global community. You'll also have opportunities to contribute to other initiatives that directly advance our core values and support you in elevating your craft.

Requirements

• Customer-Centric Experience: 0–2 years in an externally facing technical support environment where you thrived in a dynamic setting.
• Analytical Mindset: A proven ability to identify, replicate, and describe technical issues with precision.
• Operational Excellence: Strong prioritization skills and the ability to remain self-directed while managing multiple customer needs.
• Educational Baseline: An Associate’s Degree or higher in a tech-related field, paired with a commitment to lifelong learning.

Nice To Haves

• 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.

Responsibilities

• Owning the Front Line: Triage and resolve incoming inquiries via our ticketing system, phone, and live chat with a focus on Clarity Over Complexity.
• Building the Knowledge Base: Transform individual solutions into shared assets by writing and maintaining high-quality product documentation and FAQs.
• Technical Problem Solving: Replicate and document product issues, ensuring our Engineering teams have the precise data they need to innovate.
• Advocating for the User: Act as a trusted bridge between the customer and our development team, ensuring every interaction builds long-term goodwill.

Benefits

• The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree