Technical Support Representative, Turnitin
Tier 3
$57.3-95.5k
This position is bonus eligible
Plagiarism detection software
Job no longer available
Plagiarism detection software
501-1000 employees
Job no longer available
$57.3-95.5k
This position is bonus eligible
501-1000 employees
Company mission
Turnitin's mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Role
Who you are
- Using SQL to read/insert/update/delete from the database
- Use command line to access and run scripts
- Knowledge and understanding of the structure of the Turnitin Databases
- Ability to understand dashboards within New Relic
- Understand the internal process of how bugs are reported and resolved
- Understand and interpret Splunk logs
- Using the LTI Launcher to replicate and troubleshoot issues
- Ability to resend LTI Web Service calls
- Use of advanced Tier 3 tools set such as Postman and Docker
- Ability to translate technical jargon into understandable terms for the Technical Support Team and other departments at Tii
- Build relationships with external partners' technical support teams and/or Product Owners
- Ability to juggle multiple priorities and multitask
- Excel at developing and maintaining good working relationships between Tier 3 and Engineering
- Champion customer centricity at all times. This requires the ability to push back on advice that does not meet our customers expectations
- Ability to push engineering team to provide expected resolution times on bugs and share these with Tier 1 & 2
- Being confident in working with engineers on complex technical issues
- At 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 unleash your potential alongside us, join our team!
What the job involves
- Tier 3 sits in between Support and Engineering and as such this team contains our most technically gifted support agents
- The level of understanding they have of our product range goes well beyond the front end functionality
- As the main escalation point for Tiers 1 & 2, Tier 3 conducts deep investigations by using advanced tools, such as Splunk, LTI Launcher & Postman to name but a few
- Their ability to read and write from our databases, allows them to resolve many native issues that only engineering could have resolved historically
- Since the creation of this team over 90% of cases that needed engineering support, are now resolved within support!
- This ensures a far quicker time to resolution for tickets and a greatly improved support experience for our end users
- Tier 3 have built strong working relationships with the engineering and product teams and attend daily stand ups with these teams, to share information on bugs, fixes and scheduled releases
- 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
Our take
Turnitin has a global reputation for being one of the best plagiarism detection softwares on the market. It’s well-earned, too. Besides simple paraphrasing plagiarism, its software also employs sophisticated techniques like identifying macro replacement and analysing metadata to weed out essay mill papers.
Academic plagiarism has become increasingly complex over the years, exacerbated in part by the COVID period of online schooling, and in part by a skyrocketing rise in computer literacy and plagiarism tricks. Software like Turnitin is therefore playing an increasingly crucial role in maintaining academic integrity. Additionally, it helps understaffed institutions ease the burden placed on a teaching workforce which are, in some regions, perilously close to collapse.
Turnitin is not without its issues, however. Some institutions lean too heavily on the software, and essay mills have begun using Turnitin software to prove product authenticity. Historically, Turnitin has neatly addressed these problems by releasing new or improved capabilities including Chat GPT screening updates in 2023. If it can continue to demonstrate remarkable competence and proactive development in this regard, Turnitin’s glowing reputation seems assured.
Freddie
Company Specialist at Welcome to the Jungle
Insights
9% employee growth in 12 months
Company
Company benefits
- Health Insurance
- Dental Insurance
- Disability Insurance
- Life Insurance
- Vision Insurance
- Accidental Death & Dismemberment Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Supplemental Life Insurance
Company HQ
Downtown, Oakland, CA
Leadership
Chris Caren
(CEO)Held a number of senior positions at major corporations, including serving as a GM at Microsoft, and a board member at Avetta, Liaison International, Illuminate Education, and The IRONMAN Group. They are additionally a member of YPO and chairman of Procare Solutions.
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