Support Analyst I

At Panopto, we are the most customer-centric learning technology company 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.

In this role, you will have the opportunity to…

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.

• 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.

• 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.