Company Overview:
Panopto is a dynamic and rapidly growing company backed by a leading private equity firm. With a team of approximately 200 dedicated professionals, we are committed to empowering learners with interactive video.
As we continue to promote growth and expansion, we are seeking an experienced Application Engineer III who enjoys complex troubleshooting in a dynamic environment and is interested in new challenges supporting end users.
Position Summary:
As a Tier III Application Engineer you will work in a highly technical customer support environment, with the ability to showcase your exceptional customer interaction skills, alongside advanced technical and troubleshooting experience. You will be a technical escalation point for other technical support engineers. In this collaborative, team-based environment, you will be at the heart of the action with opportunities to learn from others, grow your skills, and accelerate your career.
Work you’ll do
In this role, you will:
Customers:
Be an ambassador and customer advocate, positively represent Panopto, fostering positive interactions with customers, from staff to high-level decision-makers. Be ready and willing to step up where needed to provide superior customer service. Proactively engage users with a "can-do" attitude, efficiency, and dependable follow-through.
Prioritize the needs of external and internal customers. Identify customer needs and expectations and respond to them promptly and effectively. Anticipates and prevents delays or other things that can adversely affect the customer. Provide customer updates on pending actions and inquiries, actively seeking feedback on their satisfaction with our products or services.
Communication:
Communicates effectively and appropriately. Exercise sound judgment when deciding what information to convey, to whom, and the most efficient delivery method. Practice active listening and communicating effectively, clearly, and authentically, adapting the tone appropriately for the context and audience.
Troubleshooting:
Diagnose nuanced performance issues spanning multiple software components. Replicate, describe, and troubleshoot complex bugs and product issues and capture actions taken in our ticketing system.
Ticketing:
Prioritize support tickets and exercise individual judgment based on issue severity. Manage the ticket escalation process and work closely with the engineering team in reporting and tracking software bug resolution.
Product Knowledge:
Help us build our knowledge base by actively updating and adding to product documentation, FAQs, and support materials. Understand the product line, features, and benefits, and use that knowledge to optimize support for each customer.
Collaboration:
Serve as a role model for other Tier I and II support engineers, proactively finding opportunities to improve timeliness and efficiency. Be a strong communicator with high emotional intelligence to work alongside team members effectively.
Other duties may be assigned to help drive our vision and mission to align with our organization’s values.
The Team:
You’ll be part of a team that is dedicated to delivering outstanding customer support, guaranteeing exceptional satisfaction and high retention rates among our valued Panopto customers.
Join Panopto and be part of an exciting journey where your desire to support customers in a technical capacity will significantly impact the quality of our product support. If you're a proactive, technically-minded professional ready to provide an excellent customer experience, we encourage you to apply.
Our people and culture
Panopto’s mission is to help anyone share knowledge using video. Our user base is as diverse as the world’s universities and businesses. Panopto’s commitment to fostering a diverse, equitable, and inclusive culture empowers each member of our team to express their authentic selves, contribute their distinct perspectives and make a meaningful impact both individually and collectively. This inclusive environment not only encourages creativity and the free exchange of ideas but also harnesses the power of varied viewpoints. As a result, we are better equipped to tackle our most intricate challenges, leveraging the wealth of different experiences and backgrounds within our team. This collaborative spirit not only drives us towards effective solutions but also fuels our drive to continually improve and innovate, ultimately enhancing the quality of our products and services. It’s what sets Panopto apart as a unique and rewarding place to work.
Our purpose
We believe that video can have a transformative effect on learning. So we built a video knowledge management platform that helps businesses and universities improve the way that they train, teach, and share knowledge. Since 2007, we have been a pioneer in video capture software, video management, and inside-video-search technology. Panopto has been adopted by more than 1,500 companies and universities worldwide with over ten million end users. Today, Panopto’s knowledge management platform is the largest repository of expert learning videos in the world. A proud remote-first company, Panopto is headquartered in Pittsburgh, with offices in London, Hong Kong, Singapore, and Sydney, and has received industry recognition for its innovation, rapid growth, and company culture.
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.
Hybrid, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they must make regular trips to the Pittsburgh office, located on the north side of Pittsburgh along the Three Rivers Heritage Trail with quick access to downtown.
Remote, US: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely.
Remote, International: Candidates looking for flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this position are eligible to work remotely. Still, they may make regular trips to the local international office from time to time, where applicable.
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