Support Analyst I at Panopto in Remote

Summary: Panopto is the most customer-centric learning technology company in the world, leading in visual and audio-based learning. The Support Analyst I will be responsible for enhancing the customer experience by resolving technical inquiries, collaborating with engineering teams, and contributing to product documentation. 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Technical Support, Computer Systems, Networking, Customer Service, Software Testing, Quality Assurance, Video Production, Product Documentation, Analytical Mindset, Prioritization, Self-direction 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