Product & Technical Support Manager

Job SummaryThe Product and Technical Support Manager leads a team that drives resolution of technical and product issues experienced in the platform. They ensure an excellent customer experience with Pluralsight products, effectively advocating on behalf of customers with cross-functional partners. They are responsible for all hiring, onboarding, coaching, and performance plans for members of the Technical Support team.Duties/responsibilitiesLead the team that owns resolving customer support issues for Pluralsight productsMeet or exceed key support metrics, e.g. response time, resolution time, and customer satisfactionManage escalated customer issues, updating the customer contacts as well as key stakeholdersIdentify opportunities for process and operational improvements, create proposals to address opportunities, and implement positive change.Recruit, train, and coach team members to deliver high quality and efficient technical support.Minimum Qualifications/skillsKnowledge of key support metrics and how to deliver exceptional supportExperience in a high-volume support environmentAbility to quickly analyze and comprehend new or unfamiliar technologiesExcellent verbal and written communication skillsExperience leading through changeFamiliarity with some of the following: Networking concepts and protocols, Microservices, SaaS technical support, SSO, Logging and troubleshooting concepts, Basic understanding of Linux, and/or APIsPreferred Qualifications/skillsExperience leading remote team membersExperience working with global customers and team membersEducation And Experience RequirementsRequires a minimum of 5 years of related or equivalent experience; or 3+ years with an advanced degree.Why You’ll Love Working HereWe’re remote- and hybrid-friendlyWe’re mission driven and values guidedWe have a strong commitment to diversity and belongingWe cultivate a culture of trust, autonomy, and collaborationWe’re lifelong learners and champion team member growth and advancementWe’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 UsWe’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.We’re a community of growth seekers and lifelong learners who are out to do big things that make a difference in people’s lives, and we’re looking for curious, talented people to join us. Our culture of trust, autonomy, and genuine collaboration create an environment where you’ll grow as a human and as a professional. Because to us, your growth is our growth, and vice versa.Physical and Mental RequirementsWork 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 StatementBring 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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