Technical Support Engineer

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 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% time

• 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% time

• 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:
A successful candidate will have the following:

• 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
• Logging and troubleshooting concepts
• Basic understanding of Linux
• APIs
• 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