Position Details
About this role
Panopto is seeking a Support Analyst I to triage and resolve customer inquiries and support the customer experience. The role focuses on documenting solutions, replicating technical issues for Engineering, and bridging customers with development teams.
Key Responsibilities
- Triage and resolve customer inquiries via ticketing system, phone, and live chat
- Write and maintain product documentation and FAQs to build the knowledge base
- Replicate and document product issues for Engineering
- Act as a trusted bridge between customer and development team
- Prioritize multiple customer needs while remaining self-directed
Technical Overview
You will work in a support workflow using a ticketing system, phone, and live chat to handle technical troubleshooting. Responsibilities include documenting and replicating product issues with enough precision for Engineering teams, and maintaining product documentation and FAQs.
Ideal Candidate
The ideal candidate is an entry-level support professional with 0–2 years of experience in an externally facing technical support environment. They can triage and resolve customer inquiries through a ticketing system, phone, and live chat, while accurately replicating and documenting technical issues for Engineering teams.
Must-Have Skills
Tools & Platforms
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Associate’s Degree or higher in a tech-related field, 0–2 years in an externally facing technical support environment
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