Tier 3 Technical Support - Remote

About Turnitin

Join Turnitin, a global leader in education technology, empowering institutions for over 25 years. We partner with educators worldwide to develop learning integrity solutions that uphold the value of critical thinking. Our remote-first culture fosters purpose-driven work, supported by a comprehensive package prioritizing well-being. Be part of a diverse community making a difference in education.

About the Role

The Tier 3 Technical Support team operates at the critical intersection of Support and Engineering, comprising our most technically gifted support agents. This team handles complex escalations from Tiers 1 & 2, conducting deep investigations using advanced tools like Splunk, LTI Launcher, and Postman. With the ability to read and write directly from our databases, Tier 3 resolves issues that historically required engineering intervention, significantly improving resolution times and the end-user support experience. You will collaborate closely with engineering and product teams, attending daily stand-ups to share information on bugs, fixes, and releases.

Responsibilities:

• Triage and vet escalations from Tier 1 & 2, ensuring appropriate escalation and providing feedback.
• Maintain consistent case quality, achieving agreed-upon monthly review targets.
• Translate complex technical information into customer-friendly explanations.
• Perform database operations including reads, updates, inserts, and deletes.
• Create and meticulously follow up on JIRAs for issues, ensuring high standards for engineering teams.
• Attend daily stand-ups with engineering teams.
• Maintain LMS test environments for the Technical Support team.
• Participate in drop-in sessions with the Tier 1 & 2 Technical Support Team.
• Serve as a point of contact for shadowing and training new Tier 3 team members.
• Provide bug updates to the wider team.
• Tag Product Managers (PMs) in JIRA to assess if confirmed bugs should be added to the Known Issues Page.
• Ensure efficient information transfer between Tier 1, Tier 2, and engineering teams.
• Directly support ISV customers with their white label integrations.
• Collaborate with Tier 3 teams at our main LMS partners.
• Flag stalled Engineering Support Requests (ESRs) with Engineering and Support management.
• Create Knowledge Articles on emerging issues.
• Attend customer calls as the technical expert when required.
• Contribute to Tier 3 meetings by adding discussion topics and sharing knowledge.
• Join engineering calls during service disruptions as requested by the Support Incident Commander, ensuring timely updates between teams.
• Assist with the onboarding of new Tier 3 team members.

Qualifications:

• Technical Skills:
• Proficiency in using SQL for database operations (read, insert, update, delete).
• Ability to use the command line to access and run scripts.
• Knowledge and understanding of the Turnitin Database structure.
• Ability to understand dashboards within New Relic.
• Understanding of the internal bug reporting and resolution process.
• Ability to interpret Splunk logs.
• Proficiency with the LTI Launcher for replicating and troubleshooting issues.
• Ability to resend LTI Web Service calls.
• Experience with advanced Tier 3 tools such as Postman and Docker.
• People Skills:
• Ability to translate technical jargon into understandable terms for the Technical Support Team and other departments.
• Skill in building relationships with external partners' technical support teams and/or Product Owners.
• Ability to juggle multiple priorities and multitask effectively.
• Excel at developing and maintaining strong working relationships between Tier 3 and Engineering.
• Champion customer centricity, with the ability to push back on advice that doesn't meet customer expectations.
• Ability to drive engineering teams for expected resolution times on bugs and communicate these to Tier 1 & 2.
• Confidence in working with engineers on complex technical issues.

Work Arrangement: Remote

Salary Range: $57,300 - $95,500 per year (bonus eligible)

Total Rewards @ Turnitin:

Beyond compensation, you’ll experience intrinsic rewards and make a positive impact. We offer a remote-first culture, generous time off, health and wellness programs, and a collaborative environment. Benefits include Health Care Coverage, Education Reimbursement, Paid Time Off, Self-Care Days, National Holidays, Founder Days, Paid Volunteer Time Off, Charitable Contribution Match, Wellness/Home Office Reimbursement, Employee Assistance Program, Parental Leave, and Retirement Plan with match/contribution.

Our Mission: To ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values: Customer Centric, Passion for Learning, Integrity, Action & Ownership, One Team, Global Mindset.

See Beyond the Job Ad: We encourage you to apply if you meet the majority of the requirements, as we value continuous learning and skill development.