Technical Customer Support Visa Sponsorship Jobs in Washington DC
Technical customer support roles in Washington DC attract global talent across federal contractors, technology firms, and policy-focused organizations like Booz Allen Hamilton, Leidos, and Salesforce. Many employers in the DC metro area sponsor H-1B visa and other work visas for qualified candidates who combine technical troubleshooting skills with the communication standards these high-stakes environments demand.
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Get Access To All JobsCompany 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.
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.
Technical Customer Support Job Roles in Washington DC
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Search Technical Customer Support Jobs in Washington DCTechnical Customer Support Jobs in Washington DC: Frequently Asked Questions
Which companies sponsor visas for technical customer support roles in Washington DC?
Federal contractors and technology firms make up a significant share of technical customer support sponsors in Washington DC. Employers like Booz Allen Hamilton, Leidos, SAIC, Salesforce, and Oracle have filed Labor Condition Applications for support and technical operations roles in the DC metro area. Many of these organizations work with government agencies, which means support roles often require candidates with the security clearance eligibility and technical depth to match those environments.
Which visa types are most common for technical customer support roles in Washington DC?
The H-1B is the most common visa for technical customer support roles in Washington DC, particularly when the position requires a bachelor's degree in a technical field such as computer science, information systems, or engineering. Some candidates also enter on TN visas if they are Canadian or Mexican nationals with qualifying credentials. L-1B visas appear occasionally when a multinational employer transfers a specialist with proprietary knowledge of internal systems.
How to find technical customer support visa sponsorship jobs in Washington DC?
Migrate Mate is a job board built specifically for international job seekers looking for visa sponsorship roles in the U.S.. You can filter directly by role and location to find technical customer support positions in Washington DC where employers have a documented history of sponsoring work visas. This removes the guesswork of identifying which employers are open to sponsorship, which matters significantly in a competitive market like DC.
Which areas in Washington DC have the most technical customer support sponsorship jobs?
Washington DC is a city-state, but most technical customer support sponsorship activity clusters along the broader metro corridor. Northern Virginia, particularly Arlington, Tysons Corner, and Reston, hosts a dense concentration of technology and federal contracting employers who hire for these roles. Bethesda and Silver Spring in Maryland also have notable employer presence. Remote or hybrid arrangements have expanded options, but these Virginia suburbs remain the primary hiring hubs.
Are there any DC-specific considerations for technical customer support sponsorship roles?
Washington DC's market has a few characteristics worth understanding. Many employers here serve federal government clients, and some technical support positions may require candidates to be eligible for security clearances, which can complicate sponsorship timelines since certain clearance levels are restricted to U.S. citizens or permanent residents. Candidates on H-1B or other work visas should verify clearance eligibility requirements with the employer before applying, as this varies by contract and agency.
What is the prevailing wage for sponsored technical customer support jobs in Washington DC?
U.S. employers sponsoring a visa must pay at least the prevailing wage, which is what workers in the same role, area, and experience level typically earn. The Department of Labor sets this rate to make sure companies aren't hiring foreign workers simply because they'd accept lower pay than a U.S. worker. It varies by job title, location, and experience. You can look up current prevailing wage rates for any occupation and location using the OFLC Wage Search page.