Technical Support Engineer, Panorama Education
$81-108k
+ Bonus + Equity
All-in-one educational data platform
Job no longer available
All-in-one educational data platform
201-500 employees
Job no longer available
$81-108k
+ Bonus + Equity
201-500 employees
Company mission
To improve student outcomes by helping schools and districts act on data.
Role
Who you are
- 3+ years of experience in a customer-focused position
- 3+ years work experience in online technical support and problem solving
- College degree is preferred
- Excellent verbal and written communication skills and a strong focus on delivering white-glove customer service
- Strong background in online technical problem-solving and triage
- Comprehensive knowledge of Mac and PC-based applications in addition to working knowledge of Internet browser compatibility and SSO issues
- Highly proficient in Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software such as HelpScout and ZenDesk
- Working knowledge of SFTP platforms (ex. FileZilla) and SFTP file transfer processes
- Familiarity with education-based systems such as Student Information Systems (SIS), assessments data systems, and other education databases and data collection tools
- Demonstrated ability to outline a clear resolution path for clients and provide timely updates to ensure client satisfaction
- Experience prioritizing and executing multiple tasks throughout the course of a day
- Experience collaborating with Client Success, Engineering and Implementation teams in a fast-paced environment to communicate and efficiently resolve client data integration and upload issues
- Experience relaying accurate information to multiple key stakeholders through email, chat and phone without errors in a professional setting
- Experience making decisions independently with little oversight
- Experience diving into and learning new technologies such as internal company-specific databases
What the job involves
- Panorama’s Technical Support team provides elevated technical support to all Panorama users. We connect administrators, educators, students, families, staff and community members to valuable resources and provide fast, accurate answers to their questions about our product
- We are seeking a Technical Support Engineer, Tier 2 to help provide mid-level complex technical support and guidance to the thousands of users who are on our platform every day
- Our users are administrators, educators, families and students; sensitivity to their questions and technical capabilities is a must. We also preserve confidentiality with ironclad integrity. No detail or question is too small
- Accurately and thoroughly assist with time-sensitive technical issues and data investigations within our survey, reporting, and integration-based platforms, that are received via email, phone, and chat
- Collaborate closely with our Client Success, Engineering and Implementation teams to manage escalated technical issues around client data integration and live survey implementation
- Actively contribute to and update our internal knowledge base to reflect up-to-date workflows
- Identify, prioritize, and problem solve around patterns in complex user and main point of contact support requests that suggest an opportunity for product or process improvement and documentation
- Monitor the support desk outside of regular business hours on a rotating schedule to serve as the first line of defense for urgent issues identified
- Resolve data import failures in a timely manner to avoid extended disruptions in client platform usage and project delivery
- Provide updates to user permissions and report configuration to help clients meet their project goals and capitalize on data collected via our platform
- Support client requests for raw data exports and data cleanliness
- Identify when a client would benefit from new resources and work with the larger Panorama team to create those resources (for example, revised onboarding resources or a new FAQ)
- Become a technical expert on our product; use expertise not only to guide and support our users but to mentor Tier 1 teammates
Our take
Educational data is invaluable in ensuring that students are meeting their potential - data such as attendance, behaviour, and grades. Educational professionals typically collect and aggregate this data across spreadsheets, but the time-consuming process of turning this mass of data into actionable insights often leads to it not being analyzed often or at all.
Panorama Education provides an all-in-one educational data platform for schools, featuring unified data entry and dashboards for the analysis of student information. The platform is fragmented into sections on student success, social-emotional learning, feedback surveys and positive behaviour, and provides personalized professional development experiences for teachers to help them better understand how to act on data.
Whilst educational data platforms are nothing new, Panorama Education has taken a smart approach by focussing on providing data entry, analysis, and professional development in a unified, accessible and user-friendly platform. Its recent acquisition of Mesa Cloud, a graduation management system that ensures students are on track to receive a diploma, further enhances its offering with the ability to auto-monitor and flag students who are off-track.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-1% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Feb 2022
$5m
LATE VC
Sep 2021
$60m
SERIES C
Total funding: $97.7m
Company benefits
- 2 Weeks a Year of Office Closure
- 16 Weeks of Parental Leave
- Wellness Reimbursements
- Option Grants
- Home Office Reimbursements
- Professional Development
- Medical, Dental & Vision
- Choose Where You Work
Company HQ
Downtown Crossing, Boston, MA
Leadership
Aaron Feuer
(CEO & Co-Founder)Experience as a Legal Assistant for Bet Tzedek Legal Services, and was a Tour Guide for Yale University from 2010 to 2013.
Salary benchmarks
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