Product & Technical Support Manager

Job Description:
Job Summary
The Product and Technical Support Manager leads a team that drives resolution of technical and product issues experienced in the platform. They ensure an excellent customer experience with Pluralsight products, effectively advocating on behalf of customers with cross-functional partners. They are responsible for all hiring, onboarding, coaching, and performance plans for members of the Technical Support team.
Duties/responsibilities

• Lead the team that owns resolving customer support issues for Pluralsight products
• Meet or exceed key support metrics, e.g. response time, resolution time, and customer satisfaction
• Manage escalated customer issues, updating the customer contacts as well as key stakeholders
• Identify opportunities for process and operational improvements, create proposals to address opportunities, and implement positive change.
• Recruit, train, and coach team members to deliver high quality and efficient technical support.

Minimum qualifications/skills

• Knowledge of key support metrics and how to deliver exceptional support
• Experience in a high-volume support environment
• Ability to quickly analyze and comprehend new or unfamiliar technologies
• Excellent verbal and written communication skills
• Experience leading through change
• Familiarity with some of the following: Networking concepts and protocols, Microservices, SaaS technical support, SSO, Logging and troubleshooting concepts, Basic understanding of Linux, and/or APIs

Preferred qualifications/skills

• Experience leading remote team members
• Experience working with global customers and team members

Education and experience requirements

• Requires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree.

Why you'll love working here:

• We're remote- and hybrid-friendly
• We're mission driven and values guided
• We have a strong commitment to diversity and belonging
• We cultivate a culture of trust, autonomy, and collaboration
• We're lifelong learners and champion team member growth and advancement
• We've got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

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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