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Technical Support Engineer

4 months ago

Remote, Oregon, United States Pluralsight Full time

Job Description:
A Technical Support Engineer (TSE) is an integral part of Pluralsight's Support team. In addition to working directly with customers to resolve issues, the TSE collaborates closely with Product Support and the Engineering organization to identify, track, and resolve technical issues across the Pluralsight platform and mobile apps.
Who you're committed to being:

  • Passionate about problem-solving, troubleshooting, and finding creative solutions.
  • Self-sufficient: enjoys working on solo and team projects and understands how individual efforts contribute to team success.
  • An advisor to multi-functional teams (Sales, Marketing, Success, and Engineering) to assist in the resolution of technical issues.
  • Eager to learn: actively seeking opportunities to enhance technical knowledge of the platform's evolving architecture.
  • Dedicated to thoughtful communication and collaboration across teams.
  • Organized and collaborative. You seek clarity while in a group and like to discuss evolving ideas. You work well with others with the end goal in mind.
  • Adept at understanding and communicating complex ideas in simple terms.
  • Confident in collaborating with Engineering teams to resolve issues and improve product quality.

What you'll own:
You will own customer communication and issue resolution, product issues, issue management systems, and the communication of issues across the organization to key partners. This involves developing and maintaining a strong relationship with our engineering teams.
Where you'll advise:
You will advise our Engineering teams and vital partners on issues as well as the priority of those issues. This does require gaining institutional knowledge and providing recommendations on the root case of the issue and/or solutions.
What you'll do:
Technical Support: 90%

  • Demonstrate your interpersonal and communication skills to field and resolve customer inquiries.
  • Primary contact for all unresolved issues that are escalated from our representatives, collaborating with customers and internal team members to troubleshoot.
  • Triage, prioritize, document, and communicate all issues to Engineering teams and key partners.
  • Raise issues at risk of breaching SLAs or putting a customer at risk.
  • Develop and maintain strategic relationships with Engineering teams. This may involve attending Engineering offsites, standups, and working alongside the Engineering team.
  • Advise our strategic, enterprise, and commercial customers through technical troubleshooting and issue resolution.
  • Be available to be on-call for critical/high priority issue mitigation. On-call responsibilities do rotate across the team.
  • Lead conference calls for internal and external customers.
  • Mentor and assist team members with investigation and identification of issues on the platform.
  • Be responsible for the "Agree" and "Perform" phases in RAPID for the issue management system.
  • Envision, create, and complete projects to improve customer experience.

Learning and Professional Development: 10%

  • Research and investigate the systematic and process-oriented nature of troubleshooting.
  • Research and investigate distributed system architecture and microservices.
  • Understand how Pluralsight's Engineering team applies and implements a distributed system architecture.
  • Master an understanding of hardware and software maintenance fundamentals.

Experience you'll need:

  • 2+ years in a customer-facing support or service role
  • 1+ years in a Technical Support role preferred
  • AS/BS preferred in industry-related field or familiarity with:
  • Networking concepts and protocols
  • Microservices
  • SSO
  • Basic understanding of Linux
  • APIs
  • Knowledge of SQL
  • LMS/LXP integration experience
  • Logging and troubleshooting concepts
  • Highly developed curiosity and inherent desire to learn
  • Strong interpersonal communication and diplomacy skills
  • Intrinsic aim to work through problems logically
  • Ability to quickly analyze and comprehend new or unfamiliar technologies

Travel Requirements
While Pluralsight operates under a remote and hybrid work model, we believe that in-person connection and collaboration are important. Recurring travel to our HQ in Utah may be required depending on the role and team member location.
About us
We're Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud product, teams can develop critical skills, improve processes and gain data-driven insights.
We're a community of growth seekers and lifelong learners who are out to do big things that make a difference in people's lives, and we're looking for curious, talented people to join us. Our culture of trust, autonomy, and genuine collaboration create an environment where you'll grow as a human and as a professional. Because to us, your growth is our growth, and vice versa.
Physical and Mental Requirements
Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.
EEOC Statement
Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.
For more information on Pluralsight's commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.
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