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. 

Panoramians can choose to work fully remote, in-person from our Boston/San Francisco offices, or a hybrid option.

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 S

Our Ideal Candidate:

• College degree 
• 3+ years of experience in a customer-focused position
• 3+ years work experience in online technical support and problem solving
• 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 
• Experience prioritizing and executing multiple tasks throughout the course of a day

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