Support Analyst I

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.