Technical Support Architect

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

Job Description

Job Description:

We are looking for a Technical Support Architect (TSA) who will be a subject matter expert on our Flow product, and responsible for providing over-arching technical support to our Flow customers (on-prem and cloud, but mainly on-prem). The ideal candidate will work cross-functionally across Pluralsight, and directly with a customer's technical leadership team, to help realize the full potential of Flow. A successful TSA will provide issue management to customers and to internal account teams as well as provide recommendations for improving overall product, systems and processes related to the Flow product.

 

Who you are:

  • You have experience in Linux system administration (installation, maintenance, and troubleshooting) and are passionate about learning and understanding Pluralsight’s evolving system architecture.

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

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

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

 

What you’ll own:

You will own the issue management process of our Flow on-prem solution, driving operational excellence within the product.

 

You will own the technical understanding of the Flow product (cloud and on-prem) and be a central resource to all Flow technical groups. You will own the partnership with our Product andEngineering teams to understand how our product evolves, and provide proper training to our Support teams.

 

Where you’ll advise:

You will advise on the technical considerations to the cross-functional teams supporting customers throughout each step of their lifecycle (design, launch, realize and maximize value of our product). 

 

A Pluralsight TSA:

Support/Issue Resolution

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

  • Provide remote support to understand, evaluate, and troubleshoot a customer’s environment

  • Identify and communicate any issues at risk of breaching SLAs or compromising our relationship with a customer

  • Lead issue escalation efforts across teams (internal and external) with a focus on building customer confidence in our product and ability to execute

  • Collaborate with the account team to ensure proper awareness and action drives issue resolution

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

Advisory

  • Promote cross-functional collaboration across internal teams for product updates and releases

  • Understand and provide recommendations to improve internal operations, designed to support customers and focused on systems and processes.

  • Understand and provide recommendations to improve the customer experience focused on automation, self-serve, or removing dependencies on human interactions.

  • Assist with change management as our product and Support team evolve

 

Qualifications/Skill Requirements

  • 5+ years in a support role (preferably supporting a SaaS or on-prem product)

  • 2+ years experience supporting an on-prem enterprise business critical applications

  • 1+ years experience in a role communicating to executive and technical stakeholders

  • Technical knowledge and experience utilizing:

    • Linux, Kubernetes/Docker, and SQL administration

    • Network administration

    • Real-time troubleshooting of on-prem and cloud products with customers

    •  Managing and troubleshooting integrations with cloud providers (Jira, Github, GitLab)

  • Project/program management experience preferred