Technical Support Representative Tier 3 USA Remote

Job Description

Tier 3 sits in between Support and Engineering and as such this team contains our most technically gifted support agents. The level of understanding they have of our product range goes well beyond the front end functionality. As the main escalation point for Tiers 1 & 2, Tier 3 conducts deep investigations by using advanced tools, such as Splunk, LTI Launcher & Postman to name but a few. Their ability to read and write from our databases, allows them to

resolve many native issues that only engineering could have resolved historically. Since the creation of this team over 90% of cases that needed engineering support, are now resolved within support! This ensures a far quicker time to resolution for tickets and a greatly improved support experience for our end users. Tier 3 have built strong working relationships with the engineering and product teams and attend daily stand ups with these teams, to share information on bugs, fixes and scheduled releases.

Responsibilities:

• Triaging & vetting escalations from Tier 1 & 2 - i.e. making sure that a case is escalation needed and passing back to Tier 1 & 2 if it is not an appropriate escalation.
• Maintain consistent case quality, achieving agreed target for monthly reviews.
• Translate technical information into customer friendly explanations.
• Running reads, updates, inserts & deletes on the database.
• Creation and follow up of JIRAs for issues to a high standard so that the Engineering Teams can work them.
• Attend Stand-Ups with engineering teams.
• Maintain LMS test environments for the Technical Support team.
• Attend drop-in sessions with Tier 1 & 2 Technical Support Team.
• Point of contact for shadowing with new Tier 3 team members, so they can learn the ropes.
• Provide bug updates to the wider team.
• Tag PMs in JIRA to check if confirmed bugs should be added to our Known Issues Page.
• Ensure efficient transfer of information between Tier 1, Tier 2 and engineering.
• Directly support our ISV customers with their white label integrations.
• Work with Tier 3 teams in our main LMS partners.
• Flag stalled ESRs with Engineering and Support management.
• Create Knowledge articles on emerging issues.
• Attend customer calls as the technical expert when required.
• Contribute towards Tier 3 meetings by adding topics for discussion and sharing knowledge
• Join engineering calls during service disruptions when requested by the Support Incident Commander, ensuring regular updates are shared between the teams.
• Assist with onboarding of new members of Tier 3.

Qualifications:
Qualifications

Technical Skills:

• Using SQL to read/insert/update/delete from the database.
• Use command line to access and run scripts.
• Knowledge and understanding of the structure of the Turnitin Databases.
• Ability to understand dashboards within New Relic.
• Understand the internal process of how bugs are reported and resolved.
• Understand and interpret Splunk logs.
• Using the LTI Launcher to replicate and troubleshoot issues.
• Ability to resend LTI Web Service calls.
• Use of advanced Tier 3 tools set such as Postman and Docker.

People Skills:

• Ability to translate technical jargon into understandable terms for the Technical Support Team and other departments at Tii.
• Build relationships with external partners' technical support teams and/or Product Owners
• Ability to juggle multiple priorities and multitask.
• Excel at developing and maintaining good working relationships between Tier 3 and Engineering.
• Champion customer centricity at all times. This requires the ability to push back on advice that does not meet our customers expectations.
• Ability to push engineering team to provide expected resolution times on bugs and share these with Tier 1 & 2.
• Being confident in working with engineers on complex technical issues.

Additional Information

The expected annual base salary range for this position is: $57,300/year to $95,500/year . This position is bonus eligible.

Actual compensation will be provided in writing at the time of offer, if extended, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.

Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they’re only part of the value you receive in exchange for your work.

Beyond compensation, you’ll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You’ll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.

In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life’s challenges. You’ll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.

Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.

Our Values underpin everything we do.

• Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
• Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
• Integrity: Integrity is the heartbeat of Turnitin—it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
• Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it’s hard.
• One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
• Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global Benefits

• Remote First Culture
• Health Care Coverage
• Education Reimbursement*Competitive Paid Time Off
• Self-Care Days
• National Holidays
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time Off
• Charitable Contribution Match
• Monthly Wellness or Home Office Reimbursement
• Access to Employee Assistance Program (mental health platform)
• Parental Leave
• Retirement Plan with match/contribution

Seeing Beyond the Job Ad
At Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and unleash your potential alongside us, join our team!

Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.