Application Engineer I

As we continue to support the success of our customers, we are seeking an experienced Application Engineer I to positively represent the company and develop goodwill in all customer interactions.

As the Application Engineer I you are the first customer contact point within Panopto Support. The successful candidate will be comfortable working in a highly technical customer support environment, and will have excellent verbal and written communication skills.  Other responsibilities may be assigned to help drive our vision and mission to  alignment with our Organization’s Values.

Customers: Positively represent the company and develop goodwill in all customer interactions. Interact professionally with customers ranging from high level decision makers to IT staff. Be friendly, efficient, and dependable in providing timely updates to customers.

Product Support: 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. Capture actions taken in the ticketing system.

Product Knowledge: Actively contribute to Panopto’s Knowledge Base. Write and maintain product documentation/FAQ’s/support materials.

The team: You will work on a team that provides world class customer support to our customers resulting in high customer satisfaction and retention.

– Bachelor’s Degree Computer Science or related field

– Strong troubleshooting and problem solving skills

– Great teamwork and collaboration skills

– Excellent verbal and written communication skills

– Extensive Windows/Mac OS/browser troubleshooting knowledge and hardware troubleshooting knowledge

– Ability to excel in a fast-paced environment, embrace change, and show good judgment

– Track record of successfully managing technical-client relationships

– Prior experience in a customer facing role

– Master’s Degree Computer Science

– Multilingual a plus

– Experience using support tools such as ticketing systems, software applications, remote access tools, etc.

– Remote – US: This position is remote however, our preferred location is Pacific Standard Time Zone . Candidates from other US locations will also be considered.

The salary range for this position is $40,000-$50,000  USD per year. This position is also eligible for a bonus as part of the compensation package. Base pay offered may vary depending on various factors, including, but not limited to: job-related knowledge, skills, experience, and other eligibility factors such as geographic location. The Total Rewards package includes competitive base pay and an opportunity to enroll in a variety of benefit programs such as health insurance, flexible spending accounts, retirement savings plans, life and disability insurance programs, and programs that provide for both paid and unpaid time away from work. At Panopto, we know that great people make an organization great. We value our people and offer employees benefits that are market competitive for our industry. Learn more about what working at Panopto can mean for you.

At Panopto, our commitment to pay equity and transparency is unwavering. We do not engage in salary negotiations beyond the established range to maintain fairness and prevent potential pay disparities among team members based on negotiation strategies.

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.