Senior Technical Support Engineer

Job Description:

A Senior Technical Support Engineer (Sr TSE) is an integral part of Pluralsight’s Support team. Collaborating closely with customers, Product and Technical Support,  and the Engineering organization, a Sr TSE leverages technical knowledge and issue management systems to identify, track, and resolve issues across the Pluralsight platform and mobile apps. You’ll also help us raise our level of customer satisfaction and team confidence by regularly reviewing team tickets and building team training. 

Who you’re committed to being:

• Passionate about problem-solving, troubleshooting, and finding creative solutions

• Committed to elevating our team’s level of service to be reliable, efficient, and world-class, resulting in highly-satisfied customers and a high level of team pride in our work

• Self-sufficient. You enjoy working on solo and team projects because you understand how individual efforts contribute to team success

• Dedicated to thoughtful communication and collaboration across teams

• Eager to learn, actively seeking opportunities to enhance your technical knowledge of Pluralsight’s evolving architecture as well as QA processes in the industry and better ways to serve our customers

What you’ll do:

QA, Training, and Mentoring Activities: 35% time

• You will assist the Technical Support team manager with ongoing training and quality assurance processes for Skills Support. This requires gaining institutional knowledge, and providing recommendations on the root cause of patterns you see in tickets. This will look like:

• Assisting with T3 Rep Product training, documentation, and mentoring

• Running our QA process for Skills Tech Support team, both in our customer ticket management system as well as our Jira ticketing system for defects. This looks like:

  • Noting positive trends, and helping to recognize team members doing well and capturing their processes into team best practices

  • Noting negative trends, and identifying individual or team training needed to improve quality for a trend

  • Logging or reporting the weekly QA results to leaders and to team members directly in twice monthly QA 1:1’s

  • Committing to fairness and the intent of helping team members grow in confidence, scaling knowledge across the team, and satisfying customers

• Advising our team on best practices for ticket resolution, in areas including ticket hygiene, efficiency in troubleshooting and ticket solving, and also soft skills in tickets.

• Acting as a first escalation point for Support tickets that internal stakeholders or customers ask for more attention on. You will also provide redundancy when the manager is out of office.

• Onboarding new hires to our tactical product troubleshooting steps.

• Assisting leaders in driving a culture of exceptional customer service.

• Fostering a strong relationship with teams throughout the organization, including CSMs, AEs, ProServ, Product Managers, and Engineering teams. This may involve attending offsites, standups, and cross-functional meetings.

• Envision and share ideas for improving QA practices, issue management, and our systems.

Technical Support: 50% time 

• Advise our strategic, enterprise and commercial customers through technical troubleshooting and issue resolution by bringing together internal and external stakeholders for issue resolution

• Serve as the primary contact for all unresolved issues that are escalated within the Tech Support team, communicating with customers and team members to troubleshoot as necessary

• Triage, qualify, prioritize, document, and communicate all confirmed issues to our Engineering teams and key stakeholders

• Raise issues at risk of breaching SLAs or that put a customer at risk.

• Available on-call for critical/high priority issue mitigation. On-call responsibilities rotate

• Lead conference calls internally and externally, representing Pluralsight professionally and maintaining focus on issue resolution 

• Envision, create, and complete projects that improve the customer experience

• Review Engineering post-mortems for accuracy, and follow up as required with clarifying questions