Technical Support Specialist

Job Summary

Working remotely in a full-time capacity, the Technical Support Specialist will manage escalations from Tier 1 and Tier 2 support, conduct deep investigations using advanced tools, and maintain high-quality case standards while collaborating closely with engineering teams.

Key responsibilities:

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

Required qualifications:

• Proficiency in SQL for database operations (read, insert, update, delete)
• Experience with command line tools and advanced troubleshooting tools like Postman and Docker
• Understanding of the structure of Turnitin databases and bug reporting processes
• Ability to interpret Splunk logs and analyze dashboards within New Relic
• Experience in customer support, particularly with technical integrations