Turnitin, LLC
Education
TechnicalSupportRepresentative,Tier3
“Technical Support Representative, Tier 3 at Turnitin, LLC. Skills: SQL, Splunk, Postman, LTI Launcher. Triage escalations from Tier 1 & 2. Maintain consistent case quality”
What You'll Achieve.
Achieving agreed target for monthly reviews; Quicker time to resolution for tickets; Greatly improved support experience; Ensure integrity of global education; Meaningfully improve learning outcomes
Industry & Context.
Deep investigations; Resolve native issues; Troubleshoot issues
Remote-first culture
What They're Looking For.
Must Have
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, 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
What You'll Do.
Triage escalations from Tier 1 & 2
Maintain consistent case quality
Translate technical information
Run database operations
Create and follow up JIRAs
Maintain LMS test environments
Support ISV customers
Work with LMS partners
Create Knowledge articles
Attend customer calls
Contribute towards Tier 3 meetings
Join engineering calls
Assist with onboarding
How You'll Work.
Team & Collaboration
Attend daily stand ups with engineering and product teams; Build relationships with external partners' technical support teams; Develop and maintain good working relationships between Tier 3 and Engineering; Ensure efficient transfer of information between Tiers and engineering; Share information on bugs, fixes and scheduled releases; Work with Tier 3 teams in our main LMS partners; Share regular updates between teams during service disruptions
Communication Scope
Translate technical information into customer friendly explanations; Translate technical jargon into understandable terms
Process & Methodology
Creation and follow up of JIRAs
Applying for this Technical Support Representative, Tier 3 role?
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