Technical Support Representative

Job Summary

Working remotely in a full-time capacity, the Technical Support Representative will manage escalated technical issues, conduct deep investigations using advanced tools, and collaborate with engineering teams to enhance the support experience for end users.

Key responsibilities:

• Triaging and vetting escalations from Tier 1 & 2 support teams
• Maintaining consistent case quality and achieving targets for monthly reviews
• Translating technical information into customer-friendly explanations

Required qualifications:

• Proficiency in SQL for database manipulation (read, insert, update, delete)
• Experience with command line and advanced tools such as Postman and Docker
• Understanding of Turnitin database structure and bug reporting processes
• Ability to interpret Splunk logs and troubleshoot using the LTI Launcher
• Experience in supporting ISV customers with white label integrations