Support Analyst, Panopto

• 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
• Even if you don't feel that you meet every single requirement, we still encourage you to apply

Desirable

• 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
• 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
• Within 6 Months (Integration): You have mastered the Panopto internal Knowledge Base and are independently resolving tier-1 tickets with high customer satisfaction scores
• Within 1 Year (Impact): You are identifying recurring technical trends and have authored at least five major articles in the Knowledge Base that measurably reduce ticket volume for common issues
• Your Legacy (Ownership): You have become a subject matter expert in a specific area of the product, serving as the go-to resource for both the Support and Engineering teams

• Application Review -> Recruiter Call -> Video Interview & Assessment -> Hiring Manager Call -> Interview Loop -> Debrief -> Offer