Support Analyst I

📋 Description

• • As a Support Analyst I at Panopto, you will serve as an essential guardian of the customer experience, triaging and resolving technical inquiries while bridging the gap between users and engineering teams to ensure seamless knowledge sharing and product excellence.
• • Your day-to-day responsibilities include owning the front line by resolving incoming inquiries via ticketing, phone, and live chat; building and maintaining the knowledge base through high-quality documentation and FAQs; replicating and documenting product issues for engineering; and advocating for users by acting as a trusted liaison between customers and development teams.
• • Panopto is a remote-first, customer-centric learning technology company dedicated to empowering organizations through visual and audio-based learning solutions, where lifelong learning and collective wisdom drive innovation and impact.
• • In this role, you will develop deep product expertise, contribute to reducing ticket volume through knowledge base authorship, and grow into a subject matter expert recognized by both Support and Engineering teams, elevating your craft while making measurable impact on customer retention and satisfaction.