• Deliver exceptional customer support and technical issue resolution via phone, email, and chat • Manage customer inquiries and escalations through successful resolution, including internal, external, and executive escalations • Meet established performance objectives related to call quality, customer satisfaction, and case handling • Utilize critical thinking and problem-solving skills to analyze issues and provide effective solutions • Communicate proactively with customers by setting expectations and providing timely follow-up • Partner cross-functionally with colleagues to resolve client issues efficiently and effectively • Facilitate screen-sharing and remote troubleshooting sessions to assist customers with product-related concerns • Support additional projects and responsibilities as needed based on business priorities

• Brindar atención y asesoramiento remoto a clientes: Acompañarás a usuarios en el uso de los servicios ofrecidos por la compañía, ayudándolos a resolver consultas de manera simple, clara y efectiva. • Resolver consultas funcionales y administrativas: Asistirás a clientes en temas vinculados al área de clientes, gestión de servicios, pagos, facturación y procesos administrativos asociados. • Guiar en la compra y contratación de servicios: Vas a identificar necesidades, orientar a los usuarios y ofrecer soluciones acordes a cada caso. • Dar soporte técnico de nivel básico e intermedio: Analizarás, diagnosticarás y resolverás consultas técnicas sobre hosting, servidores, correo electrónico, dominios y plataformas Linux/Windows. • Hacer seguimiento de incidencias: Registrarás, documentarás y darás seguimiento a tickets, configuraciones y soluciones aplicadas, asegurando trazabilidad y calidad en la información. • Detectar incidentes recurrentes o masivos: Colaborarás con el análisis y la resolución de problemas que impacten en varios clientes o servicios. • Trabajar en equipo con distintas áreas: Coordinarás acciones con equipos internos para garantizar una resolución efectiva, manteniendo una comunicación clara y colaborativa. • Aportar mejoras al proceso de soporte: Participarás en la mejora de documentación, procedimientos internos y circuitos de atención, siempre con foco en la experiencia del usuario.

Role Description 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. - 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. - 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. - 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. - Assist with onboarding of new members of Tier 3. Qualifications - 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. - 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. - Ability to push engineering team to provide expected resolution times on bugs. - Being confident in working with engineers on complex technical issues. Requirements - The expected annual base salary range for this position is: $57,300/year to $95,500/year. - This position is bonus eligible. - Actual compensation will be provided in writing at the time of offer, if extended. - Determined by work location and a range of other relevant factors. Benefits - Remote First Culture - Health Care Coverage - Education Reimbursement - Competitive Paid Time Off - Self-Care Days - National Holidays - 2 Founder Days + Juneteenth Observed - Paid Volunteer Time Off - Charitable Contribution Match - Monthly Wellness or Home Office Reimbursement - Access to Employee Assistance Program (mental health platform) - Parental Leave - Retirement Plan with match/contribution

• Provide global, customer-facing support for Superna software through tickets and remote troubleshooting sessions. • Diagnose, document, and resolve software or configuration issues following established procedures. • Escalate complex issues appropriately while maintaining ownership of customer communication. • Document solutions and contribute to the internal knowledge base. • Participate in shift rotations and internal team training sessions.