Technical Support Representative, Tier 3 (USA Remote)

Turnitin, LLC•Washington, DC

15h•$57,300 - $95,500•Remote

About The Position

Tier 3 is positioned between Support and Engineering, comprising our most technically skilled support agents. They possess a deep understanding of our product range, extending 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 our databases enables them to resolve many issues that previously required engineering intervention. Since the team's inception, over 90% of cases needing engineering support are now resolved within support, leading to faster resolution times and an improved end-user experience. Tier 3 has established strong working relationships with the engineering and product teams, participating in daily stand-ups to share information on bugs, fixes, and scheduled 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 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 the ability to push 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 & vetting escalations from Tier 1 & 2, ensuring cases are appropriate for escalation and returning them if not.
Maintaining consistent case quality to meet agreed-upon monthly review targets.
Translating technical information into customer-friendly explanations.
Performing reads, updates, inserts, and deletes on the database.
Creating and following up on JIRAs for issues to a high standard for 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 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 when requested by the Support Incident Commander, ensuring regular updates are shared.
Assisting with the onboarding of new members of Tier 3.