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Tier 3 Technical Support Jobs (NOW HIRING)

Frontline Managed Services

Tier 3 Technician

Chicago, IL · On-site +1

The Tier 3 Technical Technician serves as the highest level of escalation within the service desk technical support structure, responsible for diagnosing and resolving complex infrastructure, system ...

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Tier 3 Technical Support information

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How much do tier 3 technical support jobs pay per hour?

As of Jun 9, 2026, the average hourly pay for tier 3 technical support in the United States is $26.05, according to ZipRecruiter salary data. Most workers in this role earn between $19.23 and $28.37 per hour, depending on experience, location, and employer.

What types of complex issues does a Tier 3 Technical Support specialist typically handle, and how do they interact with other support tiers?

Tier 3 Technical Support specialists are responsible for resolving the most advanced and complex technical issues that cannot be solved by Tier 1 or Tier 2 teams. They often work closely with engineering, product development, and occasionally directly with customers to diagnose and resolve deep-rooted problems, such as software bugs or infrastructure failures. Collaboration with lower-tier support is common, as Tier 3 may provide guidance, documentation, and training to help prevent recurring issues. This role requires strong analytical skills, in-depth technical knowledge, and excellent communication to ensure effective solutions and knowledge sharing across the organization.

What is the difference between Tier 3 Technical Support vs Tier 2 Technical Support?

AspectTier 3 Technical SupportTier 2 Technical Support
CredentialsRelevant certifications (e.g., CompTIA, Cisco)Similar certifications, often less advanced
Work EnvironmentAdvanced troubleshooting, specialized teamsFrontline support, customer interaction
ResponsibilitiesResolving complex issues, providing expert solutionsHandling common problems, escalating complex cases
Industry UsageIT, networking, software supportIT, customer service, technical support

In summary, Tier 3 Technical Support focuses on resolving complex, advanced issues requiring specialized knowledge, while Tier 2 Technical Support handles more routine problems and escalates complex cases to Tier 3. Both roles are essential in the technical support hierarchy, with Tier 3 providing expert-level assistance.

What are Tier 3 Technical Support specialists?

Tier 3 Technical Support specialists are highly skilled IT professionals who handle the most complex and advanced technical issues that cannot be resolved by lower-level support teams. They possess deep expertise in specific products, systems, or technologies and often work closely with engineering or development teams to diagnose and fix critical problems. Tier 3 support may involve in-depth troubleshooting, code-level analysis, and creating solutions or workarounds for unique customer issues. Their role is essential for resolving escalated cases and ensuring customer satisfaction with advanced technical challenges.

What are the key skills and qualifications needed to thrive as a Tier 3 Technical Support specialist, and why are they important?

To excel as a Tier 3 Technical Support specialist, you need advanced troubleshooting abilities, in-depth technical knowledge of systems and networks, and often a degree in computer science or relevant certifications like CompTIA, Cisco, or Microsoft. Familiarity with ticketing systems, diagnostic tools, remote access software, and scripting or automation platforms is commonly required. Strong analytical thinking, clear communication, and patience are critical soft skills for resolving complex issues and collaborating with teams and clients. These combined skills ensure effective resolution of escalated problems, minimize downtime, and maintain customer satisfaction.
More about Tier 3 Technical Support jobs
What cities are hiring for Tier 3 Technical Support jobs? Cities with the most Tier 3 Technical Support job openings:
What states have the most Tier 3 Technical Support jobs? States with the most job openings for Tier 3 Technical Support jobs include:
What job categories do people searching Tier 3 Technical Support jobs look for? The top searched job categories for Tier 3 Technical Support jobs are:
Tier 3 Technical Support jobs near you
Infographic showing various Tier 3 Technical Support job openings in the United States as of May 2026, with employment types broken down into 2% Locum Tenens, 19% Full Time, 52% Part Time, and 27% Contract. Highlights an 95% Physical, 2% Hybrid, and 3% Remote job distribution, with an average salary of $54,179 per year, or $26 per hour.
Technical Support Representative, Tier 3 (USA Remote)

Technical Support Representative, Tier 3 (USA Remote)

Turnitin, LLC

Chicago, IL • On-site, Remote

Full-time

Medical, PTO

Posted 9 days ago

Job description

Company Description
When you join Turnitin, you'll be welcomed into a company that is a recognized innovator in global education. For over 25 years, Turnitin has partnered with educators and institutions to develop learning integrity solutions that recognize the enduring value of critical thinking in a rapidly changing world. Over 16,000 academic institutions, publishers, and corporations use our services in more than 185 countries around the world: Turnitin Feedback Studio, Clarity, Originality, Gradescope, ExamSoft, Similarity, and iThenticate. Protecting the value of an authentic education is at the heart of who we are.
Experience a remote-first culture that empowers you to work with purpose and accountability in a way that best suits you, supported by a comprehensive package that prioritizes your overall well-being. Our diverse community of colleagues are all unified by a shared desire to make a difference in education.
Turnitin is a global organization with team members in over 35 countries including the United States, Mexico, United Kingdom, Australia, Japan, India, and the Philippines.
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.

Qualifications
Technical Skills:
  • 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.

People Skills:
  • 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.

Additional Information
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, and is determined by work location and a range of other relevant factors, including but not limited to: experience, skills, degrees, licensures, certifications, and other job-related factors. Internal equity, market and organizational factors are also considered.
Total Rewards @ Turnitin
At Turnitin, we believe Total Rewards go far beyond pay. While salary, bonus, or commission are important, they're only part of the value you receive in exchange for your work.
Beyond compensation, you'll experience the intrinsic rewards of unleashing your potential and making a positive impact on global education. You'll also thrive in a culture free of politics, surrounded by humble, inclusive, and collaborative teammates.
In addition, our extrinsic rewards include generous time off and health and wellness programs that provide choice, flexibility, and a safety net for life's challenges. You'll also enjoy a remote-first culture that empowers you to work with purpose and accountability in the way that suits you best, all supported by a comprehensive package that prioritizes your overall well-being.
Our Mission is to ensure the integrity of global education and meaningfully improve learning outcomes.
Our Values underpin everything we do.
  • Customer Centric: Our mission is focused on improving learning outcomes; we do this by putting educators and learners at the center of everything we do.
  • Passion for Learning: We are committed to our own learning and growth internally. And we support education and learning around the globe.
  • Integrity: Integrity is the heartbeat of Turnitin-it is the core of our products, the way we treat each other, and how we work with our customers and vendors.
  • Action & Ownership: We have a bias for action. We act like owners. We are willing to change even when it's hard.
  • One Team: We strive to break down silos, collaborate effectively, and celebrate each others' successes.
  • Global Mindset: We consider different perspectives and celebrate diversity. We are one team. The work we do has an impact on the world.

Global 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

Seeing Beyond the Job Ad
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!
Turnitin, LLC is an Equal Opportunity Employer- vets/disabled.
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