Technical Support Representative, Tier 3 (USA Remote)

Tier 3 Technical Support Specialist

Company: Turnitin
Location: Remote
Salary Range: $57,300/year - $95,500/year

About Turnitin:

Turnitin is a recognized innovator in global education, providing learning integrity solutions for over 25 years. Our services are used by over 16,000 academic institutions worldwide. We foster a remote-first culture that empowers purposeful work, supported by a comprehensive package that prioritizes well-being. Our diverse community is unified by a shared desire to make a difference in education.

About the Role:

The Tier 3 Technical Support team sits between Support and Engineering, housing technically gifted agents who possess a deep understanding of Turnitin's product range. As the primary escalation point for Tiers 1 & 2, Tier 3 conducts in-depth investigations using advanced tools like Splunk, LTI Launcher, and Postman. The team's ability to directly interact with databases allows for the resolution of complex issues previously handled only by engineering, significantly improving resolution times and end-user support experience. Tier 3 collaborates closely with engineering and product teams, attending daily stand-ups to share information on bugs, fixes, and releases.

Responsibilities:

• Vet and triage escalations from Tier 1 & 2, ensuring appropriate escalation.
• Maintain consistent case quality, meeting agreed-upon monthly review targets.
• Translate technical information into customer-friendly explanations.
• Perform database operations including reads, updates, inserts, and deletes.
• Create and meticulously follow up on JIRA tickets for issues to facilitate engineering resolution.
• Attend daily stand-ups with engineering teams.
• Maintain LMS test environments for the Technical Support team.
• Participate in drop-in sessions with Tier 1 & 2 Technical Support.
• Serve as a point of contact for new Tier 3 team member onboarding and shadowing.
• Provide bug updates to the wider team.
• Tag Product Managers in JIRA for potential additions 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 from main LMS partners.
• Flag stalled ESRs (External Service Requests) with Engineering and Support management.
• Create Knowledge articles for emerging issues.
• Act as the technical expert on customer calls 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.
• Assist with the onboarding of new Tier 3 members.

Technical Skills:

• Proficiency in using SQL for database read/insert/update/delete operations.
• Ability to use the command line for accessing and running scripts.
• Understanding of the Turnitin Databases' structure.
• Ability to understand and interpret dashboards within New Relic.
• Knowledge of the internal processes for bug reporting and resolution.
• Skill in understanding and interpreting Splunk logs.
• Proficiency in using 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 support teams 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.
• Excellence in developing and maintaining strong working relationships between Tier 3 and Engineering.
• Championing customer centricity, including the ability to push back on advice not meeting customer expectations.
• Ability to drive the engineering team for expected resolution times on bugs and communicate these to Tier 1 & 2.
• Confidence in working with engineers on complex technical issues.

Additional Information:

• Expected Annual Base Salary Range: $57,300 - $95,500/year (bonus eligible).
• Total Rewards: Beyond compensation, Turnitin offers intrinsic rewards like professional growth and making an impact in education. Extrinsic rewards include generous time off, health and wellness programs, and a remote-first culture.
• 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/contribution.
• Inclusive Culture: Encourages diverse perspectives and collaboration.
• Application Encouragement: Candidates are encouraged to apply even if they don't meet 100% of the criteria, emphasizing a willingness to learn.

Equal Opportunity Employer: Turnitin, LLC is an Equal Opportunity Employer.