Source Job

• Act as a technical liaison between Tier 1 support, development, and product teams to escalate and resolve complex issues.
• Provide world-class technical support via phone, email, and chat to customers experiencing escalated technical problems.
• Identify and report bugs, maintain ticket quality, and become a subject matter expert on all Turnitin assessment products.

Turnitin is a recognized innovator in global education, partnering with educators and institutions to develop learning integrity solutions for over 25 years. With over 16,000 academic institutions, publishers, and corporations using its services in more than 185 countries, Turnitin fosters a remote-first culture and a diverse community of colleagues unified by a shared desire to make a difference in education.

• Provide proactive, empathetic customer service and manage advanced technical issues for enterprise clients.
• Independently handle high-priority cases, escalations, and contribute to knowledge management and mentorship.
• Collaborate cross-functionally to improve processes, support workflows, testing, and automation initiatives.

Applied Systems is an Insurtech company with over 40 years of experience transforming the insurance industry through innovative software and services. They are building a team that values learning and collaboration within a culture centered on values and inclusivity.

• Troubleshoot complex software issues and escalate to engineering when needed.
• Communicate directly with customers via Zendesk and Zoom to drive resolution.
• Manage ticket severity and ensure SLA compliance while mentoring peers.

Legion Technologies delivers the industry’s most innovative workforce management platform, enabling businesses to maximize labor efficiency and employee engagement simultaneously. Our mission-driven team is remote, collaborative, and fast-paced, with a global presence.

• Monitor, prioritize, and coordinate clients’ overall status of technical support tickets and issues.
• Proactively build strong relationships with key contacts of the customer operations organization.
• Drive resolution for escalations, partnering with technical teams to bring issues to resolution.

Amwell transforms healthcare for all through technology and innovation. With almost two decades of experience, they serve large healthcare organizations in the U.S. and worldwide, fostering a culture of respect, inclusion, and collaboration.

• Become a platform expert, deeply understanding the Submittable platform, diverse customer use cases, and internal processes.
• Provide empathetic, real-time support via calls, chats, and emails, solving technical and billing issues while maintaining high customer satisfaction.
• Proactively guide users with best practices, maintain help resources, and bridge feedback to the Product team to improve the platform.

Submittable transforms how organizations create social impact through a platform that empowers mission-driven groups. In 2024, the company helped run 30,000 programs and distributed over $10 billion in funding, with a culture focused on innovation, collaboration, and growth.

• Troubleshoot customer issues using internal & external documentation, various tools, and other resources.
• Become Smartsheet Product Certified and work with customers through email, phone, and chat.
• Partner with leaders to meet or exceed performance goals in areas like customer satisfaction, quality assurance, and attendance.

Smartsheet has helped people and teams achieve since its founding over 20 years ago. They empower teams to automate the manual, uncover insights, and scale smarter, creating space to think big, take action, and unlock the kind of work that truly matters.

• You will own complex technical escalations, investigating and resolving advanced issues across the SaaS platform, hardware, and integrations.
• You will bridge support and customer-facing teams, aligning on resolution timelines and representing support in strategic account conversations.
• You will mentor Tier II and III support teams, contribute to incident management, and create advanced documentation to improve future troubleshooting.

Samsara is the pioneer of the Connected Operations Cloud, helping organizations harness IoT data to improve safety, efficiency, and sustainability across industries like agriculture, construction, and transportation. As a recently public company, we foster a culture of rapid career development and collaboration, with a high-caliber team dedicated to digitally transforming physical operations.

• Troubleshoot and resolve technical issues across voice, data, security, and video services for residential and small business customers.
• Document interactions, monitor outages, identify root causes, and escalate unresolved issues as needed.
• Work scheduled shifts including nights, weekends, and holidays, while adapting to a fast-paced environment.

Lumos provides 100% fiber optic internet to homes and businesses across nine states in the East and Midwest, aiming to close the digital divide. After merging with North State and joining forces with T-Mobile, they continue to grow rapidly with a startup mindset and a focus on customer experience.

• Provide excellent customer service via phone and remote technical support.
• Troubleshoot and configure PCs, printers, peripherals, and network equipment.
• Perform maintenance tasks and provide ongoing user training and self-fix solutions.

Darkhorse Tech provides comprehensive Dental-Specific IT services including managed support, startup projects, and software/hardware sales. Servicing roughly 1400 clients nationwide, we focus on building relationship-focused partnerships with our clients.

• Provide friendly, high-quality support across phone, chat, email, and web while troubleshooting technical, product, and service issues aiming for first-call resolution.
• Navigate multiple systems to research and resolve complex concerns, accurately document interactions in a ticketing system, and manage high-volume interactions.
• Escalate issues when needed to ensure timely resolution in a fast-paced, remote environment.

Encoura empowers students and institutions to create meaningful connections for informed decisions. Since 1972, the company has evolved to span enrollment, research, marketing, student success, and advancement, serving millions of high school students and educators nationwide.

• Provides product and technical support to customers via telephone or email.
• Resolves complex customer questions and issues via escalated tickets.
• Partners with Development to research and perform root cause analysis on potential product bugs/defects.

Follett Software partners with educators to advance a bold vision for education, boosting district performance and student success. The company empowers educators with technology that streamlines processes and manages information and resources to improve their schools and increase student success.

• Serve as the primary technical point of contact for enterprise clients, providing prompt solutions and ensuring issues are resolved or escalated.
• Educate clients and internal users on effective tool use, best practices, and new functionality to maximize adoption.
• Propose and implement innovative workarounds or optimizations to client roadblocks using existing tools and configurations.

Aledade is a public benefit corporation that empowers independent primary care. Founded in 2014, it is now the largest network of independent primary care in the country, with a collaborative, inclusive, and remote-first culture.

• Provide fast and reliable support to merchant partners, resolving technical and operational issues.
• Collaborate cross-functionally with Sales, Client Success, Operations, and Engineering teams.
• Build scalable support processes and drive communication about new features and enhancements.

Affirm is reinventing credit to make it more honest and friendly, giving consumers the flexibility to buy now and pay later without hidden fees or compounding interest. The company is a remote-first organization with a focus on people-centric benefits and inclusive culture.

• Provide exceptional customer service via email, phone, and live chat to resolve technical issues.
• Educate customers on Gaggle products and work within G Suite and Office365 to ensure accurate system setup.
• Analyze customer inquiries with a customer-first attitude and document details in records.

Gaggle works with K-12 schools to prevent bullying, school violence, self-harm, and suicide. It is a mission-driven company that saved over 1,400 student lives last school year and operates as a remote-first team across all 50 US states.

• Understand clients' business and technical requirements to proactively improve service quality.
• Act as a technical liaison between client and organization, advocating on client's behalf.
• Identify and drive improvements to increase stability and scale of technical infrastructure.

PointClickCare is a leading health tech company that helps providers deliver exceptional care with a platform serving over 30,000 provider organizations. It is founder-led and privately held, recognized by Forbes as a top private cloud company and one of Canada's Most Admired Corporate Cultures.

• Manage a portfolio of complex customer situations and lead a team of support staff across multiple SaaS products.
• Serve as the senior escalation point for executive-level issues, drafting communications and coordinating cross-functional resolution.
• Drive operational improvements through process design, knowledge management, and performance coaching.

Cordance accelerates growth of B2B SaaS companies through acquisition and tactical guidance. It is an experienced operator with a passion for software, partnering with founders to scale businesses.

• Provide second-level technical support across multiple platforms and disciplines.
• Respond to incidents and service requests with professionalism and urgency.
• Collaborate with cross-functional teams to meet project goals.

LexisNexis Legal & Professional provides legal, regulatory, and business information and analytics to help customers increase productivity. As a digital pioneer, the company was the first to bring legal and business information online with its Lexis and Nexis services.

• Troubleshoot and resolve issues with desktops, laptops, printers, mobile devices, software, and networks.
• Log all interactions in the ticketing system, escalate when needed, and ensure timely resolution.
• Pursue training and certifications to invest in your ongoing development.

DYOPATH is an IT service company known for its L.O.V.E. philosophy—Living Our Values Every Day. They have an award-winning culture with a collaborative, upbeat environment and invest in employee growth through certifications and career paths.

• Receive and process requests per alerts and calls within defined SLAs, performing ticket creation and routing to L2 engineers.
• Troubleshoot and resolve L1/L2 issues through log review and root cause analysis, following pre-defined procedures.
• Acknowledge alerts from OpsGenie, implement fixes, and proactively improve support procedures.

Miratech is a global IT services and consulting company that helps enterprises with digital transformation. Retaining nearly 1,000 full-time professionals across 25+ countries, the company has a culture of Relentless Performance with a 99% project success rate.

• Support business customers on proprietary software to identify service-related needs and deliver world-class customer service.
• Stay proactively up to date with latest technologies concerning products and underlying technologies.
• Prioritize and organize high-volume customer ticket workload while maintaining an up-to-date backlog.

Affinitiv is the largest provider of end-to-end data-driven marketing and software solutions exclusively focused on the automotive customer lifecycle. With over 20 years of experience and working with 6,500+ dealerships, the company offers a remote-friendly culture with comprehensive benefits.