Tier 2 Tech Support Specialist — Remote & SME

Filipino Contractors; Oakland (CA); On-site; USD 65,000 - 90,000; Full time

Job summary

Turnitin is seeking a proactive Technical Support Representative (Tier 2) to bridge Support, Development and Product. You’ll investigate escalated issues, gather logs, reproduce bugs, and escalate to Tier 3 with clear context. You’ll be the first internal point of contact on products and support customers externally.

You will collaborate with Tier 3 and leadership to improve support, train peers, and ensure customer satisfaction across the Turnitin ecosystem.

Qualifications

• 2 years of customer support experience.
• Bachelor's degree in CS or equivalent work experience.
• Solid knowledge of Windows and Mac OS.
• Understanding of multiple integration paths.
• Deep knowledge of configuring integrations, features and known issues.
• Clear technical writing for communicating with engineering teams.
• Ability to provide high-quality white-glove support and coaching.
• Approachable and collaborative with cross-team partners.

Responsibilities

• Be the Tier 2 escalation point between Support, Development and Product.
• Triages and reproduces issues, gathers logs and details for Tier 3.
• Provide world-class technical support via phone, email and chat.
• Maintain ticket quality and meet monthly review targets.
• Act as subject matter expert for Turnitin Assessment products.
• Attend stand-up meetings and provide actionable customer feedback.
• Share knowledge through informal training and team stand-ups.
• Support the Quality and Knowledge team with training modules.
• Coordinate with the Integrations Team and other stakeholders.
• Identify issues/trends and communicate them to leadership.

Skills

Customer Support

Technical Writing

Software Troubleshooting

Windows/macOS

Strong Communication

Education

Bachelor's Degree in Computer Science

Equivalent work experience

Job description

Turnitin is seeking a proactive Technical Support Representative (Tier 2) to bridge Support, Development and Product. You’ll investigate escalated issues, gather logs, reproduce bugs, and escalate to Tier 3 with clear context. You’ll be the first internal point of contact on products and support customers externally.

You will collaborate with Tier 3 and leadership to improve support, train peers, and ensure customer satisfaction across the Turnitin ecosystem.