Tier III Application Engineer

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'll play a crucial role in supporting our interactive video platform, utilizing your advanced troubleshooting skills and customer interaction expertise. You'll serve as a point of escalation for technical issues, ensuring prompt and effective resolution while fostering positive customer relationships. This role offers opportunities for skill growth and career advancement in a collaborative team environment.

Work you’ll do

In this role, you will: 

Customer Focus: Act as a liaison between customers and Panopto, delivering exceptional service and addressing customer needs promptly and effectively.

Communication: Convey information effectively, adapting tone and method to suit different contexts and audiences.

Troubleshooting: Diagnose and resolve complex software issues, documenting actions taken for tracking and analysis.

Ticket Management: Prioritize support tickets based on severity and collaborate with the engineering team to ensure timely resolution.

Product Knowledge: Contribute to the knowledge base by updating documentation and understanding product features to optimize customer support.

Collaboration: Mentor Tier I and II support engineers, fostering a culture of efficiency and teamwork.

Other duties may be assigned to help drive our vision and mission to align with our organization’s values.

The Team:

Join a dedicated team committed to delivering exceptional customer support and ensuring high satisfaction and retention rates among Panopto customers.

• Bachelor's Degree in Computer Science or related field (or equivalent experience).
• Expert troubleshooting and problem-solving skills in a professional environment.
• Ability to work effectively in a team and adapt to a fast-paced environment
• Excellent verbal and written communication skills.
• Experience in online technologies, online services, software coding/testing, video production or editing, or similar web or video application tools.
• Demonstrable knowledge of Windows (Desktop and Server), Mac OS, networking, MS SQL, IIS, web applications troubleshooting, and diagnostic tools like Perfmon, Fiddler, or Wireshark.
• Fluent in German language.

• Master's Degree in Computer Science

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.

Job Applicant Privacy Notice (compliant with GDPR)

As part of any recruitment process, Panopto Global Ltd collects and processes personal data relating to job applicants. The organization is committed to being transparent about how it collects and uses that data and to meeting its data protection obligations.

What information do we collect?

Panopto Global Ltd collects a range of information about you. This includes:

• your name, address and contact details, including email address and telephone number;

• details of your qualifications, skills, experience and employment history;

• information about your current level of remuneration, including benefit entitlements;

• whether or not you have a disability for which the organization needs to make reasonable adjustments during the recruitment process; and

• information about your entitlement to work in the UK.

Panopto Global Ltd may collect this information in a variety of ways. For example, data might be contained in application forms, CVs or resumes, obtained from your passport or other identity documents, or collected through interviews or other forms of assessment. We may also collect personal data about you from third parties, such as references supplied by former employers. We will seek information from third parties only once a job offer to you has been made and will inform you that we are doing so. Data will be stored in a range of different places, including on your application record, in HR management systems and on other IT systems (including email).

Why does Panopto Global Ltd process personal data?

We need to process data to take steps at your request prior to entering into a contract with you. We may also need to process your data to enter into a contract with you. In some cases, we need to process data to ensure that we are complying with its legal obligations. For example, it is mandatory to check a successful applicant's eligibility to work in the UK before employment starts.

Panopto Global Ltd has a legitimate interest in processing personal data during the recruitment process and for keeping records of the process. Processing data from job applicants allows us to manage the recruitment process, assess and confirm a candidate's suitability for employment and decide to whom to offer a job. We may also need to process data from job applicants to respond to and defend against legal claims. Panopto Global Ltd may process special categories of data, such as information about ethnic origin, sexual orientation or religion or belief, to monitor recruitment statistics. We may also collect information about whether or not applicants are disabled to make reasonable adjustments for candidates who have a disability. We process such information to carry out its obligations and exercise specific rights in relation to employment.

If your application is unsuccessful, Panopto Global Ltd may keep your personal data on file in case there are future employment opportunities for which you may be suited. We will ask for your consent before it keeps your data for this purpose and you are free to withdraw your consent at any time.

Who has access to data?

Your information may be shared internally for the purposes of the recruitment exercise. This includes members of the HR and recruitment team, interviewers involved in the recruitment process, managers in the business area with a vacancy and IT staff if access to the data is necessary for the performance of their roles.

We will not share your data with third parties, unless your application for employment is successful and we make you an offer of employment. We will then share your data with former employers to obtain references for you, employment background check providers to obtain necessary background checks.

How does Panopto Global Ltd protect data?

We take the security of your data seriously. We have internal policies and controls in place to ensure that your data is not lost, accidentally destroyed, misused or disclosed, and is not accessed except by our employees in the proper performance of their duties.

For how long does Panopto Global Ltd keep data?

If your application for employment is unsuccessful, the organization will hold your data on file for 6 (six) months after the end of the relevant recruitment process. If you agree to allow us to keep your personal data on file, we will hold your data on file for a further 6 (six) months for consideration for future employment opportunities. At the end of that period, or once you withdraw your consent, your data is deleted or destroyed. You will be asked when you submit your CV whether you give us consent to hold your details for the full 12 months in order to be considered for other positions or not.

If your application for employment is successful, personal data gathered during the recruitment process will be transferred to your Human Resources file (electronic and paper based) and retained during your employment. The periods for which your data will be held will be provided to you in a new privacy notice.

Your rights

As a data subject, you have a number of rights. You can:

• access and obtain a copy of your data on request;

• require the organization to change incorrect or incomplete data;

• require the organization to delete or stop processing your data, for example where the data is no longer necessary for the purposes of processing; and

• object to the processing of your data where Panopto Global Ltd is relying on its legitimate interests as the legal ground for processing.

If you would like to exercise any of these rights, please contact hr@panopto.com. If you believe that the organization has not complied with your data protection rights, you can complain to the Information Commissioner.

What if you do not provide personal data?

You are under no statutory or contractual obligation to provide data to Panopto Global Ltd during the recruitment process. However, if you do not provide the information, we may not be able to process your application properly or at all.