Technical Support Specialist

Job Summary

Working remotely in a full-time capacity, the Technical Support Specialist will manage escalated technical issues, conduct deep investigations using advanced tools, and maintain high-quality case management while collaborating closely with engineering teams.

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 operations (reads, inserts, updates, deletes)
• Experience using advanced tools such as Postman and Docker
• Understanding of Turnitin database structure and internal bug reporting processes
• Ability to interpret Splunk logs and use command line for scripting
• Experience building relationships with technical support teams and product owners