Support Analyst I

🇺🇸Remote - United States$32K–$42K/yri2h ago

Higher Ed Support Customer Support Technical Support Ticketing Systems Knowledge Base Management Customer Success

Summary

Support Analyst I at Panopto is responsible for triaging and resolving customer technical inquiries while serving as a bridge between users and the engineering team. This role is critical to customer retention and satisfaction in a learning technology company.

Key Responsibilities: Triage and resolve technical support inquiries via ticketing systems, phone, and live chat; write and maintain product documentation and FAQs; replicate and document product issues for engineering teams; advocate for customer needs across departments.

Skills & Tools: Strong analytical and problem-solving abilities with the capacity to identify, replicate, and describe technical issues precisely; excellent communication and collaboration skills; self-directed prioritization and multi-tasking in a dynamic support environment. Preferred experience with software testing, quality assurance, or video production.

Qualifications: 0–2 years of experience in externally facing technical support with an Associate's Degree or higher in a tech-related field and commitment to lifelong learning.

Location: Remote - US

Compensation: Not provided by employer. Typical compensation for this role is $48,000 – $62,000/year based on title, seniority, and location.

Job Description

Company Overview: At Panopto, we are the most customer-centric learning technologycompany 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. How You’ll Contribute In this role, you will have the opportunity to… 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. How We Thrive: Our success depends on our Collective Wisdom. You will join a team that challenges ideas, not people, and focuses on outcomes rather than just activity. We provide world-class support that directly impacts customer retention, ensuring every voice is heard and every teammate is supported when a project hits a snag. The Foundation for Success: 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. What Sets You Apart: 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. What Success Looks Like: 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.

Join Panopto and take part in an exciting journey where you will play a key role in our growth trajectory. We're looking for smart, motivated individuals who are passionate about technology and making a difference. Come join us and be part of something great!

Beyond the Requirements: At this point, we hope you're feeling excited about the job description you’re reading. Even if you don't feel that you meet every single requirement, we still encourage you to apply.

We're eager to meet people that believe in our mission and can contribute to our team in a variety of ways - not just candidates who check all the boxes.

We want people to feel comfortable expressing their true selves and to come, stay, and do their best work here.

Recruiting Tips: From crafting an impressive resume to presenting your best self during our interviews, we're dedicated to ensuring you feel well-prepared and self-assured as you embark on opportunities at Panopto. Discover some valuable Recruiting Tips from our team.

The standard interview process at Panopto involves several steps, outlined below, to ensure we approach the process thoughtfully and consistently:

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

Our people and culture

Panopto’s mission is to be the leader in visual and audio-based learning in a capture and post-capture world. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a fair, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit empowers us to challenge ideas (not people) recognizing that our shared success relies on collective wisdom. It drives us to continuously improve and innovate, ultimately elevating the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.

Our purpose

We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,600 companies and universities worldwide with over 11 million end users. Today, Panopto’s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.

Panopto is an Equal Opportunity Employer.

We value and encourage diversity and solicit applications from all qualified individuals which will receive consideration for employment without regard to race, color, religion, sex, marital status, sexual orientation, gender identity or expression, national origin, age, disability or protected veteran status, or any other legally protected criteria, in accordance with applicable law. Panopto is committed to providing reasonable accommodation to applicants with disabilities. If you require accommodation for interviewing or otherwise participating in the employee selection process, please provide more detail on how we can further support you by reaching out to the Employee Experience department.

Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely.

Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.

Use of Artificial Intelligence (AI):

Panopto may utilize artificial intelligence (AI) tools to assist in our recruitment and evaluation process. This may include analyzing resumes, assessing skills, and generating insights to help identify qualified candidates.

Please be assured that AI tools are used to support our team, and all final hiring decisions are made by human reviewers. Panopto hiring teams will thoroughly review your application and assessment results. AI is not used to make final decisions regarding your candidacy.

By submitting your application and participating in the recruitment process, you acknowledge and consent to Panopto's use of AI tools as described above.

We are committed to full compliance with all applicable labor laws, including Equal Employment (EEOC) laws, across all our company entities.

To ensure fairness and transparency: We have human oversight in all hiring decisions. If you have concerns regarding the use of AI in your assessment, please contact Panopto Talent Attraction to request a manual review of your application. Please be aware that while we offer this option, the manual review process may take longer than the standard AI-assisted process.

Any data collected during this process, including video recordings if applicable, will be retained only for the duration necessary to fulfill the hiring purpose and will be deleted shortly thereafter once the role is filled.

We may utilize vendor tools to assist with the AI process. Vendor functions are ‘skill assessments' or 'resume analysis'.

Panopto is dedicated to a fair and equitable hiring process for all candidates.