Technical Support Representative

Job Summary

As the main escalation point for Tiers 1 & 2, the full-time Technical Support Representative will conduct deep investigations using advanced tools, maintain case quality, and translate technical information for customers while working remotely.

Key responsibilities:

• Triaging and vetting escalations from Tier 1 & 2 to ensure appropriate case handling
• Maintaining consistent case quality and achieving targets for monthly reviews
• Creating and following up on JIRAs for issues to facilitate engineering resolutions

Required qualifications:

• Proficiency in SQL for database operations including read, insert, update, and delete
• Experience with command line tools and advanced Tier 3 tools such as Postman and Docker
• Understanding of the structure of Turnitin databases and how to interpret Splunk logs
• Ability to translate technical jargon into customer-friendly explanations
• Experience in building relationships with technical support teams and product owners