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 directly support ISV customers with their white label 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 achieving targets for monthly reviews
• Creating and managing JIRA issues to facilitate communication with engineering teams

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 ability to interpret Splunk logs
• Familiarity with LTI Launcher for issue replication and troubleshooting
• Ability to translate technical information into customer-friendly explanations