Technical Support Manager

  • Pluralsight
  • Draper, UT, USA
  • Jan 28, 2021
Full time Technical Support

Job Description

Job Description:

The Technical Support Manager (TSM) consistently delivers  a world-class support experience by leading the Pluralsight team that drives resolution of technical issues experienced in the Pluralsight platform.  A successful TSM has strong interpersonal and professional development skills, but also has the ability to inspire a team through their own actions. The TSM works in the unique position of leading the team that bridges the pipeline between Engineering, Documentation, Product Support,  and customers. This role is responsible for all hiring, onboarding, fostering, and performance plans for members of the Technical Support team.

 

Who you are:

  • You exhibit dynamic, efficient and effective communication with key stakeholders.

  • You are an advisor to cross functional teams (Sales, Marketing, and Engineering) to
    assist in the resolution of technical issues.

  • You advocate for product quality, effective triage of issues, and accurate issue prioritization.

  • You embrace accountability for ensuring customer issues are resolved in accordance with Service Level Agreements

  • You are passionate about learning and understanding Pluralsight’s evolving system architecture.

 

What you’ll own:

You will supervise the team that owns product issues for an on-prem and cloud based offering, issue management systems, and the communication of issues across the organization to key stakeholders (including customers). This involves developing and maintaining a strong relationship with our Engineering and Product Management teams. 

 

Where you’ll advise:

You will advise our Engineering teams and necessary stakeholders on issues as well as the
priority of those issues. This does require gaining institutional knowledge and can include providing recommendations on root case of the issue and/or solutions and remediation to an issue. 

 

You are a critical component in the issue escalation process. If issues are at risk of exceeding SLAs, you properly escalate issues to drive a resolution on behalf of customers.

 

A Pluralsight TSM:

60% Time allocated: Support/Issue Resolution

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

  • Identify and communicate any issues at risk of breaching SLAs

  • Responds to escalated interactions (typically tier 2 troubleshooting), customer-requested escalations, or planned ticket triage.

  • Propagates knowledge by coaching and answering questions for Support team members as they perform their daily functions.

  • Triages suspected bugs on the site and coordinates with the Engineering team.
     

30% Time allocated: Management

  • Hires, coordinates schedules, coaches and provides performance plans for all direct reports.

  • Monitors team KPI performance and uses a data-driven approach to course correction.

  • Optimistic and fun. A TSM builds and fosters a team aligned to Pluralsight’s core values. Provides an environment for individuals to learn and grow in their roles through conducting regular 1:1s, spot checks, and professional skill development time.

  • Acts as the Voice of Support while working with Product Engineering, Systems Engineering, and Technical Documentation to drive a world-class global support experience.

  • Balanced, emotionally resilient and feedback-oriented. A TSM actively listens and maintains a clear, client-oriented focus during duress. Through their experiences, they seek ways to improve their understanding of people and themselves.

 

10% Time allocated: Learning

 

Qualifications/Skill Requirements

  • 3+ years of management experience (SaaS, on-prem, and support experience preferred)

  • 2+ years of experience in a high-volume support environment

  • Strong emotional intelligence with experience coaching diverse teams

  • Innate 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

  • AS/BS in industry-related field or familiarity with:

    • Networking concepts and protocols

    • Microservices

    • On-prem solutions

    • SSO

    • Logging and troubleshooting concepts

    • Basic understanding of Linux

    • APIs