Role Snapshot
Tier 3 Technical Support Representative serving as the primary escalation point between support teams and engineering, conducting deep technical investigations to resolve complex issues that historically required engineering intervention. This role combines advanced technical expertise with cross-functional collaboration to significantly improve time-to-resolution and customer support experience.
Job 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.
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.
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