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Technical Support Engineer

Pluralsight

Pluralsight

IT, Customer Service
Multiple locations
Posted on Tuesday, July 9, 2024

This position is also available for employment in these areas:

Dublin, Ireland, Remote - Ireland

Job Description:

Pluralsight is seeking a Technical Support Engineer (TSE) to join our outstanding team in Ireland. As a TSE, you will play a crucial role in assisting customers with integrations, reports, and resolving technical challenges. You will collaborate with customers to understand their experience and provide seamless solutions. Your responsibilities will include identifying, tracking, and addressing technical concerns across our product. You will take ownership of product issues, utilise issue management systems, and effectively communicate with relevant teams throughout the organisation.

What you'll do:

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

  • Proactively identify issues that may breach SLAs or endanger customer satisfaction.

  • Participate in on-call rotations to mitigate critical/high priority issues.

  • Take charge of the Agree and Perform phases in the issue management system (RAPID).

  • Engage in thorough research and investigation pertaining to various methods of resolving technical issues and distributed system architecture.

  • Apply your technical writing skills to create clear and concise documentation.

Experience you'll bring:

  • Minimum of 2 years of experience in a customer-facing support or service role, preferably in a Technical Support capacity.

  • Familiarity with SSO, Web app logging and problem-solving concepts, basic understanding of Software Development Lifecycle, and APIs.

Requirements:

  • Bachelor's degree or advanced degree in a relevant field, or equivalent experience.

Travel Requirements

While Pluralsight 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 you’ll love working here:

  • We’re remote- and hybrid-friendly

  • We’re mission driven and guided by our culture pillars

  • We have a strong commitment to diversity and belonging

  • We cultivate a culture of trust, autonomy, and collaboration

  • We’re lifelong learners and champion team member growth and advancement

  • We’ve got you covered - team member benefits include competitive compensation packages, medical coverage, unlimited PTO and Summer Fridays, wellness reimbursements, Pluralsight subscription, professional development funds and more.

About us:

We’re Pluralsight, the technology workforce development company that helps teams build better by knowing more and working better together. Using our Skills, Flow, and Cloud product, teams can develop critical skills, improve processes and gain data-driven insights.

Learning and development are at the core of who we are. We’re out to help every technologist build better, and we’re looking for curious, talented people to help us inspire and empower the tech workforce to achieve their goals. Our culture of autonomy, continuous learning, and teamwork creates an environment for growth and empowers us to drive impact through innovation.

Physical and Mental Requirements

Work is performed in an office (or home office) environment and requires the ability to operate office equipment and keyboards. Sedentary work. Repetitive work. Ability to perform tasks related to documentation, data analysis, transcription and extensive content analysis. Learn new tasks, remember processes, complete tasks independently, and make timely decisions in the context of a workflow.

EEOC Statement

Bring yourself. Pluralsight is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, age or protected veteran status. Pluralsight will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please visit the bottom of our website to learn how to request an accommodation.

For more information on Pluralsight’s commitment to building a more diverse and inclusive workforce, please review our most recent Diversity, Equity, Inclusion and Belonging report here.

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