Technical Support Engineer | Brazil | Remote

At Degreed, we believe that learning is the key to unlocking opportunities. As the premier upskilling platform, we empower individuals to connect their skills and ambitions with meaningful growth opportunities. By integrating everything people use to learn—skill insights, courses, videos, articles, and projects—we create personalized pathways for career advancement. Our mission is to discover, empower, and celebrate the next generation of global expertise. Join us in shaping the future of learning and workforce development.

Degreed is looking for a Technical Support Engineer Tier II to join our Client Experience (CX) team. As a Technical Support Engineer Tier II, you will interact directly with Degreed clients and their end-users to ensure that technical issues are resolved quickly and efficiently. You are ready to provide an unparalleled support experience, and you recognize that this role significantly impacts the Degreed client experience and can impact client satisfaction and retention.

Key Skills 

- Technical Support Expertise: Proficient in providing Level 1 and Level 2 technical support via multiple channels, including phone, email, and chat, with the ability to guide clients through troubleshooting steps and defuse challenging situations with empathy

- Technical Integration Support: Knowledge of industry-standard practices for implementing file feeds (FTP), APIs, integrations, webhooks, and authentication protocols such as SSO - Problem Diagnosis and Resolution: Adept at using technical and product knowledge to diagnose, troubleshoot, and resolve escalated software and system issues, including areas such as SSO authentication and data integrations

- Documentation and Escalation: Skilled in tracking, documenting, and escalating technical issues to relevant teams while ensuring detailed records of resolutions are maintained. -Process Improvement: Experience in refining support processes and procedures to enhance efficiency and client satisfaction - Product Knowledge Maintenance: Commitment to staying updated on product changes, system updates, and best practices for client support

- Communication and Interpersonal Skills: Strong written and verbal communication abilities, with a talent for translating technical information into non-technical language and inspiring confidence during issue resolution

- Creative Problem-Solving: Demonstrated ability to think creatively and solve complex technical challenges in a fast-paced environment

- Cross-Functional Collaboration: Proven experience working with cross-functional teams to resolve client issues and identify patterns in technical requests - SaaS Experience: Hands-on experience providing technical support in a SaaS environment, showcasing a deep understanding of software-as-a-service operational models. - Proficent in English

Key Responsibilities

- Provide Level 1 and Level 2 technical support via multiple channels, including phone, email, and chat, with the ability to guide clients through troubleshooting steps and defuse challenging situations with empathy

- Use technical and product expertise to diagnose and resolve escalated tier II technical software issues quickly and efficiently.

- Track and document all technical issues and the steps taken to resolve the issue, including writing articles in the Knowledge Centre; escalate cases to upper-tier engineers or other CX resources when appropriate.

- Test and troubleshoot technical end-user and system components like data integrations, SSO authentication etc.

- Refine and improve our technical support processes and procedures to provide top-notch customer support to Degreed clients - Stay current with product updates, system changes, and customer support team procedures and best practices.

- The ability to work rotating weekend shifts as needed.

At Degree we value

At Degreed we value
Diversity and Inclusion: We embrace individuals from all backgrounds and aim to build an environment where everyone can thrive.
Growth Mindset: We encourage continuous learning and development for our employees to grow their careers in line with their unique skills and goals.
Collaboration: We believe the best ideas come from teams working together, and we foster open communication and teamwork.

By joining our team, you’ll be part of a community that values continuous learning, collaboration, and making an impact. If you are passionate about driving change through learning and upskilling, we encourage you to apply and become a key contributor to our mission.

Work Environment & Physical Demands

Additional Information