Technical Support Architect

Job Description:
As a Technical Support Architect on the Flow Tech Support team, you'll be joining a team whose product is changing how developers and Engineering managers look at their work, and have fun while doing it. You'll help unblock our customers so they can understand their organization with Flow, helping them with every layer & aspect of the app: integrations, reports, getting to the bottom of mysteries. You play a FUNDAMENTAL role between what our app is, and what our customers' expectations are!
You'll have the opportunity to work with customers from understanding their experience, through to resolution. You'll be part of a global team that supports each other, with leadership committed to your success. Our product has a steep learning curve, but we'll give you the time and resources to learn everything you'll need to know. Look forward to diving into the Flow product itself, Dev workflows and agile processes, and your role while onboarding to our team. We can't wait to meet you and get to know you!
Who you are:

• You have experience in Linux system administration (installation, maintenance, and troubleshooting) and are passionate about learning and understanding Pluralsight's evolving system architecture.
• You embrace accountability for ensuring customer issues are resolved in accordance with Service Level Agreements
• You advocate for product quality, effective triage of issues, and accurate issue prioritization.
• You are an advisor to cross functional teams (Sales, Marketing, and Engineering) to assist in the resolution of technical issues.

What you'll own:
You will own the issue management process of our Flow on-prem solution, driving operational excellence within the product. We will rely on you as a subject matter expert on our Flow product. You'll be responsible for providing over-arching technical support to our Flow customers (on-prem and cloud, but mainly on-prem). The ideal candidate will work cross-functionally across Pluralsight, and directly with a customer's technical leadership team, to help realize the full potential of Flow.
You will own the technical understanding of the Flow product (cloud and on-prem) and be a central resource to all Flow technical groups. You will own the partnership with our Product and Engineering teams to understand how our product evolves, and provide proper training to our Support teams.
Where you'll advise:
You will advise on the technical considerations to the cross-functional teams supporting customers throughout each step of their lifecycle (design, launch, realize and maximize value of our product).
A Pluralsight TSA spends 85% time on:
Support/Issue Resolution

• Triage, qualify, prioritize, document, and communicate all confirmed issues to our Engineering teams and key stakeholders.
• Provide remote support to understand, evaluate, and troubleshoot a customer's environment
• Identify and communicate any issues at risk of breaching SLAs or compromising our relationship with a customer
• Lead issue escalation efforts across teams (internal and external) with a focus on building customer confidence in our product and ability to execute
• Collaborate with the account team to ensure proper awareness and action drives issue resolution
• Propagates knowledge by coaching and answering questions for Support team members as they perform their daily functions.

Advisory

• Promote cross-functional collaboration across internal teams for product updates and releases
• Understand and provide recommendations to improve internal operations, designed to support customers and focused on systems and processes.
• Understand and provide recommendations to improve the customer experience focused on automation, self-serve, or removing dependencies on human interactions.
• Assist with change management as our product and Support team evolve

Learning and Professional Development: 15% time
You'll enjoy 4-6 hours of self-directed learning time per week: learning and growth are part of the job, not an off-hours activity. Learn from your peers, take advantage of a free Pluralsight Skills subscription, or learn from your own research and exploration. We believe in growing as a team and as individuals.
Qualifications/Skill Requirements
5+ years in a support role (preferably supporting a SaaS or on-prem product)
2+ years experience supporting an on-prem enterprise business critical applications
Certification in, or 2+ years' technical experience in each of the following:

• AWS and/or Cloud Computing
• Managing and troubleshooting integrations with cloud providers (especially Jira, Github, GitLab)
• Real-time troubleshooting of on-prem and cloud products with customers
• Linux, Kubernetes/Docker, and SQL administration
• Computer networking
• 1+ years experience in a role communicating to executive and technical stakeholders

Project/program management experience preferred
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