Tier I Application Engineer

Location: Seattle, WA
Type: Full Time
Department: Technical Support
Status: Open
Required Experience: Entry Level

Job Description

Panopto is seeking experienced problem solvers to join our support team in meeting the growing needs of our customers.  As a Panopto Tier I Application Engineer on our support team, you are often the first point of contact with our end users.  You support the rest of the support team in receiving, routing and escalating customer support issues.  We rely on you to represent Panopto and maintain our high bar of customer satisfaction. In this team-based environment, you will be in the heart of the action with opportunities to learn from others, grow your skills and accelerate your career.

About Us

At Panopto, we believe that video can have a transformative effect on learning. So we built a video platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since our founding in 2007, we’ve been a pioneer in video capture software, video content management systems, and inside-video search technology.

If you are interested in working with other down-to-earth, smart people who love to roll up their sleeves and get stuff done in the face of big, exciting challenges, then we want to talk to you.

    In This Role You Will

    • Be an ambassador, positively represent Panopto and develop goodwill in all customer interactions ranging from staff to high-level decision-makers
    • Approach users with a can-do attitude, efficient approach and dependable follow-through
    • Triage and route incoming technical support requests (tickets/emails, live chat, and phone)
    • Follow documented troubleshooting steps to efficiently resolve tier 1 support incidents, and to gather information required to hand off support incidents to tier 2 and tier 3 workflows.
    • Replicate, describe, and troubleshoot simple bugs and product issues
    • Interact professionally with customers ranging from high-level decision-makers to IT staff
    • Be friendly, efficient, and dependable in providing timely updates to customers
    • Capture actions taken in the ticketing system
    • Actively contribute to Panopto’s Knowledge Base
    • Write and maintain product documentation/FAQ’s/support materials

    More about You

    • You are borderline obsessive about providing great customer service
    • You are comfortable using web and video applications
    • You can ask the right technical questions of people with varying levels of ability and knowledge
    • You have a proven ability to excel in a fast-paced environment, embrace change, and show good judgment to make life easier for end-users
    • Through your past experiences, you have a solid track record of professional and effective verbal and written communication skills – multilingual capabilities are a plus
    • You have applied knowledge of Windows/Mac OS/browser and hardware troubleshooting
    • You have a four-year degree in a related field
    • Bonus points if you have software coding/testing or video production and editing experience

    We expect a lot and so should you:

    • Opportunity to learn and stretch your capabilities
    • Market competitive salary
    • Stock options
    • Employer-sponsored health & wellness programs
    • Paid time-off and holidays
    • Flexible offices with just enough quirk in the mix
    • An award-winning work environment

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