Full-Time

Sr. Manager

Technical Support

Posted on 8/27/2024

Panorama Education

Panorama Education

201-500 employees

Data analytics platform for educational institutions

Compensation Overview

$121.5k - $162k/yr

+ Bonus + Commission + Equity Awards

Mid, Senior

Boston, MA, USA + 2 more

More locations: Massachusetts, USA | United States

Panoramians can choose to work fully remote anywhere within the Continental United States, in-person from our Boston office, or a hybrid option.

Category
IT Support
IT & Security
Required Skills
Zendesk
Salesforce
JIRA
Requirements
  • 3+ years of leadership and/or coaching experience within Technical Support
  • Outstanding ability to communicate, listen, negotiate, present and influence credibly and effectively at all levels of education organizations and the company
  • Experience in using data to understand, track progress, solve problems, and evolve processes
  • Proven ability to manage a cross-functional team to resolve escalated issues
  • Experience managing a team through change such as the introduction of new workflows or policy changes
  • Demonstrated experience advancing diversity, equity and inclusion
  • Success optimizing the talent of their team through improving systems and processes to support high performing teams
  • Experience learning new products, platforms and environments quickly; comfort with technology and commitment to using it to improve processes
  • Strong technology background with a comprehensive knowledge of Mac and PC based applications and basic knowledge of browser and SSO issues
  • Highly proficient in Google Suite, Microsoft Office, Salesforce, JIRA, and ticketing software such as HelpScout and ZenDesk
  • Ability to travel occasionally within the US and Mexico
Responsibilities
  • Lead and manage a team of Technical Support Representatives and Engineers
  • Onboard, train, coach and develop members of the Technical Support team to succeed at Panorama
  • Embed diversity, equity and inclusion when building systems and processes internally and externally
  • Track, hold accountable, and help your team grow at performance metrics at individual and team levels
  • Forecast Technical Support capacity to effectively support our clients throughout the year, especially in peak periods
  • Define new processes and expectations as the product and Panorama’s delivery model for serving clients changes and evolves
  • Creatively seek ways to scale Technical Support’s impact through product improvements, service delivery, team processes, changes in our delivery model, etc.
  • Drive continuous process initiatives to increase productivity, improve customer satisfaction, and consistently meet business KPIs
  • Collaborate with teams across the Client Experience function to guarantee the success of new products and features, acting as an advocate both for the Technical Support team and the client
  • Consider feedback from teams across the Client Experience function to adapt the vision and strategy for the Technical Support team and how it interacts with other teams
  • Join forces with our Engineering and Product teams to enhance the client experience with incremental improvements and game-changing innovations

Panorama Education offers a data analytics platform for schools that helps them gather and analyze student performance data, such as attendance, behavior, and grades. A key feature of the platform is its focus on social-emotional learning (SEL), providing tools to measure students' SEL skills and understand their emotional well-being. This information allows schools to create tailored strategies to support students' social and emotional needs. Panorama operates on a business-to-business model, selling its platform to educational institutions and is known for its professionalism and responsiveness.

Company Size

201-500

Company Stage

Late Stage VC

Total Funding

$97.6M

Headquarters

Boston, Massachusetts

Founded

2012

Simplify Jobs

Simplify's Take

What believers are saying

  • Increased demand for personalized learning analytics boosts Panorama's platform usage.
  • AI integration enhances Panorama's data-driven insights into student performance.
  • Growing emphasis on mental health increases demand for Panorama's SEL tools.

What critics are saying

  • Increased competition in the SEL market could impact Panorama's market share.
  • Integration challenges from Mesa Cloud acquisition may disrupt operations.
  • Reliance on third-party vendors for surveys poses potential partnership risks.

What makes Panorama Education unique

  • Panorama Education focuses on social-emotional learning, a unique aspect of its platform.
  • The platform offers Multi-Tiered Systems of Support tools, enhancing student support capabilities.
  • Panorama's acquisition of Mesa Cloud adds graduation support technology to its offerings.

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Benefits

2 weeks a year of office closure

Parental leave

Wellness reimbursements

Option grants

Professional development

Home office reimbursement

Medical, dental & vision

Choose where you work

Growth & Insights and Company News

Headcount

6 month growth

0%

1 year growth

0%

2 year growth

0%
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