Application Engineer I (Remote)

REMOTE - PITTSBURGH, PA /SERVICES & SUPPORT – CUSTOMER SUPPORT /FULL-TIME/ REMOTE

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 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.

Position Summary:

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.

Work you’ll do:

In this role, you will

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. 

Required Qualifications: 

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 

Preferred Qualifications:

Master's Degree Computer Science Nice to have 

Multilingual a plus

Total Rewards:

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.

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.