Job Description:
A Technical Support Engineer (TSE) is a key member of Pluralsight's Flow Tech Support team. You will collaborate closely with Product Support and the Flow Engineering organization, a TSE works with issue management systems to identify, track, and resolve technical issues across the Flow product.
Who you're committed to being:

• Passionate about problem-solving, troubleshooting, and finding creative solutions.
• Self-sufficient. You enjoy working on solo and team projects because you understand 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 your technical knowledge of Pluralsight's evolving architecture.
• Committed to thoughtful communication and collaboration across teams.
• Confident working with Engineering teams to resolve issues and improve product quality.

What you'll own:
You will own product issues, issue management systems, and the communication of issues across the organization to key stakeholders. This involves developing and maintaining a strong relationship with our engineering teams.
You will engage with our Engineering teams and other essential team members on issues as well as the priority of those issues. This does require gaining institutional knowledge and can include providing recommendations on the root case of the issue and/or solutions and remediation to an issue.
What you'll do:
Technical Support: 85% time

• Triage, qualify, prioritize, document, and communicate all confirmed issues to our Engineering teams and key partners.
• Call out 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.
• Guide 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 partners.
• Mentor and assist team members with investigation and identification of issues on the platform.
• Own 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: 15% time

• Research and investigate the detailed 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:

• 5+ years in a customer-facing support or service role
• 2+ years in a Technical Support role
• 1+ year in technical writing (or education equivalent)
• AS/BS 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 drive to work through problems logically
• Ability to quickly analyze and comprehend new or unfamiliar technologies