Tier 3 Support Engineer

Turnitin is seeking a highly technical Tier 3 Support Engineer to join our global education technology team. As a Tier 3 agent, you will be at the forefront of resolving complex technical issues, bridging the gap between customer support and engineering. Your deep product understanding and advanced troubleshooting skills will be essential in ensuring a superior support experience for our end-users.

This role is critical in investigating and resolving issues that historically required engineering intervention. With over 90% of previously escalated cases now resolved within support, your contributions will significantly improve resolution times and customer satisfaction. You will collaborate closely with engineering and product teams, participating in daily stand-ups to share insights on bugs, fixes, and releases.

Responsibilities:

• Triaging and vetting escalations from Tier 1 & 2, ensuring appropriate escalation pathways.
• Maintaining consistent case quality and achieving monthly review targets.
• Translating technical information into clear, customer-friendly explanations.
• Performing database reads, updates, inserts, and deletes.
• Creating and managing JIRA tickets for issues with high standards for engineering teams.
• Attending stand-up meetings with engineering teams.
• Maintaining LMS test environments for the Technical Support team.
• Providing support during drop-in sessions for the Tier 1 & 2 Technical Support Team.
• Serving as a point of contact for shadowing new Tier 3 team members.
• Providing bug updates to the wider team.
• Tagging Product Managers in JIRA to confirm bugs for the Known Issues Page.
• Ensuring efficient information transfer between Tier 1, Tier 2, and engineering.
• Directly supporting ISV customers with white label integrations.
• Collaborating with Tier 3 teams at our main LMS partners.
• Flagging stalled ESRs with Engineering and Support management.
• Creating Knowledge Articles on emerging issues.
• Attending customer calls as the technical expert when required.
• Contributing to Tier 3 meetings by adding topics for discussion and sharing knowledge.
• Joining engineering calls during service disruptions as requested by the Support Incident Commander.
• Assisting with the onboarding of new Tier 3 team members.

Qualifications:

Technical Skills:

• Proficiency in using SQL to read/insert/update/delete from databases.
• Ability to use the command line to access and run scripts.
• Knowledge and understanding of Turnitin Database structures.
• Ability to understand dashboards within New Relic.
• Understanding of the internal process for bug reporting and resolution.
• Ability to understand and interpret Splunk logs.
• Experience using the LTI Launcher to replicate and troubleshoot 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.
• 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 good working relationships between Tier 3 and Engineering.
• Championing customer centricity and pushing back on advice that doesn't meet customer expectations.
• Ability to push the engineering team for expected resolution times on bugs and share these with Tier 1 & 2.
• Confidence in working with engineers on complex technical issues.

Additional Information:

• Salary Range: $57,300/year to $95,500/year (bonus eligible).
• Total Rewards: Competitive salary, bonus eligibility, comprehensive benefits, generous time off, health and wellness programs, and a remote-first culture.
• Mission: To ensure the integrity of global education and meaningfully improve learning outcomes.
• Values: Customer Centric, Passion for Learning, Integrity, Action & Ownership, One Team, Global Mindset.
• Global Benefits: Remote First Culture, Health Care Coverage, Education Reimbursement, Competitive Paid Time Off, Self-Care Days, National Holidays, Founder Days, Paid Volunteer Time Off, Charitable Contribution Match, Monthly Wellness/Home Office Reimbursement, Employee Assistance Program, Parental Leave, Retirement Plan with match.

About Turnitin:
Turnitin is a recognized innovator in global education, partnering with over 16,000 institutions worldwide. We develop learning integrity solutions that uphold the value of critical thinking. Our remote-first culture empowers employees with purpose, accountability, and comprehensive well-being support.

We encourage you to apply even if you don't meet 100% of the criteria. Your willingness to learn and grow is valued.