Technical Support Representative, Tier 3 (USA Remote)

Turnitin•Chicago, TX

1d•Remote

About The Position

Tier 3 support agents are the most technically gifted within the support team, possessing a deep understanding of Turnitin's product range that extends beyond front-end functionality. As the primary escalation point for Tiers 1 & 2, Tier 3 conducts in-depth investigations using advanced tools like Splunk, LTI Launcher, and Postman. Their ability to read and write from databases allows them to resolve issues that historically required engineering intervention. This team has significantly reduced the need for engineering support, leading to faster resolution times and an improved support experience. Tier 3 collaborates closely with engineering and product teams, participating in daily stand-ups to discuss bugs, fixes, and releases.

Requirements

Using SQL to read/insert/update/delete from the database.
Using command line to access and run scripts.
Knowledge and understanding of the structure of the Turnitin Databases.
Ability to understand dashboards within New Relic.
Understanding the internal process of how bugs are reported and resolved.
Understanding and interpreting 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.
Ability to translate technical jargon into understandable terms for the Technical Support Team and other departments at Tii.
Building relationships with external partners' technical support teams and/or Product Owners.
Ability to juggle multiple priorities and multitask.
Excelling at developing and maintaining good working relationships between Tier 3 and Engineering.
Championing customer centricity at all times, including pushing back on advice that does not meet customer expectations.
Ability to push the 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.

Responsibilities

Triaging and vetting escalations from Tier 1 & 2, ensuring appropriate escalation and returning cases if not suitable.
Maintaining consistent case quality and achieving agreed-upon targets for monthly reviews.
Translating technical information into customer-friendly explanations.
Performing reads, updates, inserts, and deletes on the database.
Creating and following up on JIRAs to a high standard for the Engineering Teams.
Attending Stand-Ups with engineering teams.
Maintaining LMS test environments for the Technical Support team.
Attending drop-in sessions with 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 PMs in JIRA to determine if confirmed bugs should be added to the Known Issues Page.
Ensuring efficient transfer of information between Tier 1, Tier 2, and engineering.
Directly supporting ISV customers with their white label integrations.
Collaborating with Tier 3 teams in 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 when requested by the Support Incident Commander, ensuring regular updates are shared.
Assisting with the onboarding of new members of Tier 3.