Technical Support Engineer II

About the Role:

Panorama’s Technical Support team provides elevated technical support to all Panorama users. We connect administrators, educators, students, families, staff and community members to valuable resources and provide fast, accurate answers to their questions about our product. We are seeking a Technical Support Engineer, Tier 2 to help provide mid-level complex technical support and guidance to the thousands of users who are on our platform every day. Our users are administrators, educators, families and students; sensitivity to their questions and technical capabilities is a must. We also preserve confidentiality with ironclad integrity. No detail or question is too small. 

Responsibilities:

User Support

• Accurately and thoroughly assist with time-sensitive technical issues and data investigations within our survey, reporting, and integration-based platforms, that are received via email, phone, and chat 
• Collaborate closely with our Client Success, Engineering and Implementation teams to manage escalated technical issues around client data integration and live survey implementation
• Actively contribute to and update our internal knowledge base to reflect up-to-date workflows
• Identify, prioritize, and problem solve around patterns in complex user and main point of contact support requests that suggest an opportunity for product or process improvement and documentation
• Monitor the support desk outside of regular business hours on a rotating schedule to serve as the first line of defense for urgent issues identified

Product and Technical Expertise 

• Resolve data import failures in a timely manner to avoid extended disruptions in client platform usage and project delivery
• Provide updates to user permissions and report configuration to help clients meet their project goals and capitalize on data collected via our platform
• Support client requests for raw data exports and data cleanliness
• Identify when a client would benefit from new resources and work with the larger Panorama team to create those resources (for example, revised onboarding resources or a new FAQ)
• Become a technical expert on our product; use expertise not only to guide and support our users but to mentor Tier 1 teammates

Our Ideal Candidate:

• 3+ years of experience in a customer-focused position
• 3+ years work experience in online technical support and problem solving
• College degree is preferred
• Excellent verbal and written communication skills and a strong focus on delivering white-glove customer service
• Strong background in online technical problem-solving and triage
• Comprehensive knowledge of Mac and PC-based applications in addition to working knowledge of Internet browser compatibility and SSO issues
• Highly proficient in Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software such as HelpScout and ZenDesk
• Working knowledge of SFTP platforms (ex. FileZilla) and SFTP file transfer processes. 
• Familiarity with education-based systems such as Student Information Systems (SIS), assessments data systems, and other education databases and data collection tools
• Demonstrated ability to outline a clear resolution path for clients and provide timely updates to ensure client satisfaction
• Experience prioritizing and executing multiple tasks throughout the course of a day
• Experience collaborating with Client Success, Engineering and Implementation teams in a fast-paced environment to communicate and efficiently resolve client data integration and upload issues.
• Experience relaying accurate information to multiple key stakeholders through email, chat and phone without errors in a professional setting
• Experience making decisions independently with little oversight 
• Experience diving into and learning new technologies such as internal company-specific databases 

Base Salary: $81,000 - $108,000