Job Information
PLURALSIGHT, LLC Technical Support Engineer in DRAPER, Utah
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 Plu ralsight 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... For full info follow application link.
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