Technical Support Representative, Tier 3 (USA Remote)

Company Description

When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world. Protecting the value of an authentic education is at the heart of who we are.

Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.

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.

Responsibilities

• Triaging & vetting escalations from Tier 1 & 2.
• 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.
• 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.
• 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.
• Assist with onboarding of new members of Tier 3.

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.
• 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.
• Ability to push engineering team to provide expected resolution times on bugs.
• 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.

Total Rewards @ Turnitin

At Turnitin, we believe Total Rewards go far beyond pay. You'll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. Our 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
• 2 Founder Days + Juneteenth Observed
• Paid Volunteer Time Off
• Charitable Contribution Match
• Monthly Wellness or Home Office Reimbursement
• Access to Employee Assistance Program
• Parental Leave
• Retirement Plan with match/contribution

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