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 & 2 support
• Running database operations and creating JIRA tickets for engineering issues
• Providing technical expertise during customer calls and maintaining LMS test environments

Required qualifications:

• Proficiency in SQL for database operations
• Experience with command line tools and advanced troubleshooting tools like Postman and Docker
• Understanding of Turnitin's database structure and bug reporting processes
• Ability to translate technical information for non-technical stakeholders
• Experience in building relationships with technical support teams and product owners