Technical Support Specialist

Job Summary

As the main escalation point for Tiers 1 & 2, the full-time Technical Support Specialist will conduct deep investigations using advanced tools, manage case quality, and support ISV customers with their integrations in a remote environment.

Key responsibilities:

• Triaging and vetting escalations from Tier 1 & 2 to ensure appropriate case handling
• Maintaining consistent case quality and creating high-standard JIRA tickets for engineering teams
• Translating technical information into customer-friendly explanations and providing bug updates to the team

Required qualifications:

• Proficiency in SQL for database management tasks such as reading and writing data
• Experience with advanced tools like Splunk, Postman, and LTI Launcher for troubleshooting
• Strong understanding of Turnitin's database structure and bug reporting processes
• Ability to effectively communicate technical concepts to non-technical stakeholders
• Experience in building relationships with external partners' technical support teams