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 in collaborating with Engineering teams to resolve issues and improve product quality.
• Highly developed curiosity and inherent desire to learn.

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 bring:

• AS/BS preferred in industry-related field or familiarity with:
• Networking concepts and protocols
• Microservices
• SSO
• APIs
• Logging and troubleshooting concepts
• Strong interpersonal communication and diplomacy skills
• Intrinsic aim to work through problems logically
• Ability to quickly analyze and comprehend new or unfamiliar technologies

Requirements:

• 2+ years in a customer-facing support or service role
• 1+ years in a Technical Support role preferred
• Knowledge of SQL
• LMS/LXP integration experience
• Basic understanding of Linux

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.
Why you'll love working here:

• We're remote- and hybrid-friendly
• We're mission driven and guided by our culture pillars
• 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 products, teams can develop critical skills, improve processes and gain data-driven insights.
Learning and development are at the core of who we are. We're out to help every technologist build better, and we're looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and collaboration creates an environment for growth and empowers us to drive impact through innovation.
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.
The annual US base salary range for this role is $63,800 - $78,800 USD. Pluralsight's pay ranges vary based on work location. Talent Acquisition can share more detail during the hiring process when applicable. Each candidate's compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. In addition to the base salary, this role may also be eligible for benefits and bonuses.
Applications must be submitted within 90 days after the initial posting date to be considered.
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