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Chicago, IL, USA Remote (Global) Full-time USD 57,300 – 95,500 / year

Dev is hiring a Technical Support Representative, Tier 3 (USA Remote)

Responsibilities

  • Triaging & vetting escalations from Tier 1 & 2 - i.e. making sure that a case is escalation needed and passing back to Tier 1 & 2 if it is not an appropriate escalation.
  • Maintain consistent case quality, achieving agreed target for monthly reviews.
  • Translate technical information into customer friendly explanations.
  • Running reads, updates, inserts & deletes on the database.
  • Creation and follow up of JIRAs for issues to a high standard so that the Engineering Teams can work them.
  • Attend Stand-Ups with engineering teams.
  • Maintain LMS test environments for the Technical Support team.
  • Attend drop-in sessions with Tier 1 & 2 Technical Support Team.
  • Point of contact for shadowing with new Tier 3 team members, so they can learn the ropes.
  • Provide bug updates to the wider team.
  • Tag PMs in JIRA to check if confirmed bugs should be added to our Known Issues Page.
  • Ensure efficient transfer of information between Tier 1, Tier 2 and engineering.
  • Directly support our ISV customers with their white label integrations.
  • Work with Tier 3 teams in our main LMS partners.
  • Flag stalled ESRs with Engineering and Support management.
  • Create Knowledge articles on emerging issues.
  • Attend customer calls as the technical expert when required.
  • Contribute towards Tier 3 meetings by adding topics for discussion and sharing knowledge
  • Join engineering calls during service disruptions when requested by the Support Incident Commander, ensuring regular updates are shared between the teams.
  • Assist with onboarding of new members of Tier 3.

Requirements

  • Ability to triage and vet escalations from Tier 1 & 2 support teams.
  • Experience maintaining consistent case quality and meeting monthly review targets.
  • Proficiency in translating technical information into customer-friendly explanations.
  • Experience running reads, updates, inserts, and deletes on databases.
  • Ability to create and follow up on JIRAs to a high standard for engineering teams.
  • Willingness to attend stand-ups with engineering teams.
  • Experience maintaining LMS test environments for technical support.
  • Ability to attend drop-in sessions with Tier 1 & 2 Technical Support Team.
  • Willingness to serve as a point of contact for shadowing new Tier 3 team members.
  • Ability to provide bug updates to the wider team.
  • Ability to tag PMs in JIRA to determine if confirmed bugs should be added to the Known Issues Page.
  • Ability to ensure efficient transfer of information between Tier 1, Tier 2, and engineering.
  • Experience directly supporting ISV customers with white label integrations.
  • Ability to work with Tier 3 teams in main LMS partners.
  • Ability to flag stalled ESRs with Engineering and Support management.
  • Ability to create knowledge articles on emerging issues.
  • Willingness to attend customer calls as the technical expert when required.
  • Ability to contribute to Tier 3 meetings by adding discussion topics and sharing knowledge.
  • Willingness to join engineering calls during service disruptions when requested.
  • Ability to assist with onboarding of new Tier 3 members.

Work Arrangement

Remote (Worldwide) — United States, Mexico, United Kingdom, Australia, Japan, India, Philippines

Team

Structure: Tier 3 sits between Support and Engineering and serves as the main escalation point for Tiers 1 & 2. The team works closely with engineering and product teams, attends daily stand-ups with them, and supports ISV customers and LMS partners.

Additional Information

  • Remote-first culture
  • Comprehensive benefits package that prioritizes overall well-being
  • Daily stand-ups with engineering and product teams
  • Strong working relationships with engineering and product teams
About company
Dev
TurnItin Job Description: Company DescriptionWhen you join Turnitin, you'll be welcomed into a company that is a recognized innovator in the global education space. For more than 20 years, Turnitin has partnered with educational institutions to promote honesty, consistency, and fairness across all subject areas and assessment types. Over 16,000 academic institutions, publishers, and corporations use our services: Gradescope by Turnitin, iThenticate, Turnitin Feedback Studio, Turnitin Originality, Turnitin Similarity, ExamSoft, and ProctorExam.Turnitin has offices in Australia, India, Indonesia, Japan, Korea, Mexico, the Netherlands, the Philippines, Ukraine, the United Kingdom, and the United States. Our diverse community of colleagues are all unified by a shared desire to make a difference in education. Come join us, and let's make change together.Job DescriptionTurnitin is seeking a Senior/Principal Software Engineer interested in distributed systems, data modeling, and scalability to develop and improve our award-winning educational software. As an engineer on this team, you will be working on 2 co-products that help to provide additional exam integrity to the assessment process. We operate at a high scale across global markets and seek individuals that enjoy solving complex problems.Do you have the skills—and drive—to join a tech team that’s working to digitally transform the ed-tech industry? From test-driving the latest technologies to creating high performing applications, Turnitin is constantly innovating and creating industry-leading solutions that provide peace of mind for our customers worldwide. Turnitin has an inspiring mission, cutting-edge technologies, and in-house product development. As a Senior/Principal Software Engineer at Turnitin, you’ll apply your talents in an agile environment that has the creative energy of a start-up, a highly flexible work environment, a culture of innovation, and most importantly other talented engineers, designers, and product managers to interact with and learn from.Responsibilities* Make significant contributions implementing our shared services, as well as help maintain and upgrade existing ones. * Hands-on position which requires 90-95% of writing the code. * Provide guidance in technical design and development activities. * Ensure future success and stability through code reviews and automated testing. * Work closely with software architects and database/operations engineers on system infrastructure and design. * Lead on technical design reviews and recommend improvements. * Mentor engineers in software development, Java best practices, and technical decisions and emerging technologies. QualificationsQualifications* Bachelor’s or Master’s degree in Computer Science or related discipline. * 5-10+ years experience of designing and developing applications using Java * Experience in more modern Java technologies * 5-10+ years of experience with relational databases * 1+ year of cloud development with AWS preferred * Experience working in an agile environment * Extensive experience with software development best practices (e.g. design patterns, test-driven development, code profiling, debugging). * Effective technical and cross-functional communication (product, design, operations). * High level knowledge and experience of industry trends and technology advancements relating to distributed systems, cloud, platform as a service, and software as a service. * Experience in building cloud-ready solutions based on microservices and multi-tenancy architecture. * Ability to communicate effectively in English, both verbally and in writing Nice to Have:* Hands-on experience with pure Java core development (no frameworks) & performance tuning * Experience with Cloud Native solutions preferably AWS (Lambda, DynamoDB, SQS, SNS, S3, etc) * Extensive experience with different architecture types including event-driven architecture * Experience in working with geographically distributed teams including the USA & European countries Additional InformationOur Mission is to ensure the integrity of global education and meaningfully improve learning outcomes. Our Values underpin everything we do.Customer Centric - We realize our mission to ensure integrity and improve learning outcomes by putting educators and learners at the center of everything we do.Passion for Learning - We seek out teammates that are constantly learning and growing and build a workplace which enables them to do so.Integrity - We believe integrity is the heartbeat of Turnitin. It shapes our products, the way we treat each other, and how we work with our customers and vendors.Action & Ownership - We have a bias toward action and empower teammates to make decisions.One Team - We strive to break down silos, collaborate effectively, and celebrate each other’s successes.Global Mindset - We respect local cultures and embrace diversity. We think globally and act locally to maximize our impact on education.Seeing Beyond the Job AdAt Turnitin, we recognize it’s unrealistic for candidates to fulfill 100% of the criteria in a job ad. We encourage you to apply if you meet the majority of the requirements because we know that skills evolve over time. If you’re willing to learn and evolve alongside us, join our team! Turnitin, LLC is committed to the policy that all persons have equal access to its programs, facilities and employment. We strongly encourage applications from people of color, persons with disabilities, women, and the LGBTQ+ community, regardless of age, gender, religion, marital or veterans status.
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Posted 20 days ago