Turnitin, LLC
Education
TechnicalSupportRepresentative,Tier3
“Technical Support Representative, Tier 3 at Turnitin, LLC. Skills: SQL, Splunk, Postman, Database. Triage escalations from Tier 1 & 2. Maintain consistent case quality”
What You'll Achieve.
Quicker time to resolution for tickets; Greatly improved support experience for end users
Industry & Context.
Deep investigations; Resolve native issues
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
Nice to Have
Experience with Python and machine learning frameworks, Knowledge of X, Proficient in X, Familiar with X, X experience required
What You'll Do.
Triage escalations from Tier 1 & 2
Maintain consistent case quality
Translate technical information
Run database operations
Create JIRAs for issues
Attend Stand-Ups with engineering
Maintain LMS test environments
Attend drop-in sessions
Ensure efficient information transfer
Support ISV customers
Work with partner LMS teams
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 Tier 1, Tier 2 and engineering; Join engineering calls during service disruptions; Share information on bugs, fixes and scheduled releases
Communication Scope
Translate technical information into customer friendly explanations; Translate technical jargon into understandable terms
Applying for this Technical Support Representative, Tier 3 role?
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