Senior Application Support Engineer

2 weeks ago

Pittsburgh, Pennsylvania, United States Panopto Full time

Company Overview: Panopto is an innovative and rapidly expanding organization supported by a prominent private equity firm. With a workforce of around 200 dedicated professionals, we are focused on enhancing learning experiences through interactive video solutions.

As we pursue further growth and development, we are in search of a seasoned Application Support Engineer III who thrives in complex troubleshooting scenarios within a dynamic setting and is eager to embrace new challenges in assisting end users.


Position Summary: In the role of Senior Application Support Engineer, you will be pivotal in providing support for our interactive video platform, leveraging your advanced troubleshooting abilities and customer engagement skills. You will act as a key escalation point for technical challenges, ensuring swift and effective resolutions while nurturing positive relationships with customers. This position presents opportunities for professional development and career progression within a collaborative team atmosphere.

Required Qualifications: Bachelor's Degree in Computer Science or a related discipline (or equivalent experience).
Proficient troubleshooting and problem-solving capabilities in a professional context.

Ability to collaborate effectively within a team and adapt to a fast-paced environment. Exceptional verbal and written communication skills.

Experience with online technologies, software development/testing, video production or editing, or similar web or video application tools.

Strong knowledge of Windows (Desktop and Server), Mac OS, networking, MS SQL, IIS, web application troubleshooting, and diagnostic tools such as Perfmon, Fiddler, or Wireshark.


Preferred Qualifications: Master's Degree in Computer Science
Responsibilities: In this capacity, you will:

Customer Engagement:
Serve as a bridge between customers and Panopto, delivering outstanding service and addressing customer requirements promptly and effectively.

Effective Communication:
Share information clearly, adjusting tone and method to fit various contexts and audiences.

Troubleshooting Expertise:
Identify and resolve intricate software issues, documenting actions taken for tracking and analysis.

Support Ticket Management:
Prioritize support tickets based on urgency and collaborate with the engineering team to ensure timely resolutions.

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

Team Collaboration:
Mentor Tier I and II support engineers, promoting a culture of efficiency and teamwork.
Additional responsibilities may be assigned to help drive our vision and mission in alignment with our organizational values.

The Team: Join a dedicated group committed to delivering exceptional customer support and ensuring high satisfaction and retention rates among Panopto customers.

Become a part of Panopto and embark on an exciting journey where your commitment to supporting customers in a technical capacity will significantly enhance the quality of our product support.

If you are a proactive, technically adept professional prepared to deliver an excellent customer experience, we encourage you to consider this opportunity.
Our People and Culture: Panopto's mission is to facilitate knowledge sharing through video. Our user base is as diverse as the world's universities and businesses. Panopto's dedication to fostering a diverse, equitable, and inclusive culture empowers each team member to express their authentic selves, contribute unique 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. Consequently, 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 toward effective solutions but also fuels our commitment to continual improvement and innovation, ultimately enhancing the quality of our products and services. It is what distinguishes Panopto as a unique and rewarding workplace.
Our Purpose: We believe that video can transform learning experiences. Therefore, we developed a video knowledge management platform that assists businesses and universities in improving their training, teaching, and knowledge-sharing processes. Since our inception, we have been pioneers in video capture software, video management, and inside-video-search technology. Panopto has been embraced by over 1,500 companies and universities globally, with more than ten million end users. Today, Panopto's knowledge management platform stands as the largest repository of expert learning videos worldwide. As a proud remote-first organization, Panopto is headquartered in Pittsburgh, with additional offices in London, Hong Kong, Singapore, and Sydney, and has received industry accolades for its innovation, rapid growth, and company culture.
Panopto is an Equal Opportunity Employer.

We value and encourage diversity and welcome applications from all qualified individuals, which will be considered 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 accommodations to applicants with disabilities.

If you require accommodations 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.


Remote Opportunities: Candidates seeking flexible or remote-friendly positions are encouraged to apply. Panopto is proud to be a remote-first company. Employees in this role are eligible to work remotely while maintaining regular communication with the team.

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