Technical Support Engineer | Brazil | Remote
Degreed
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- Posted
Technical Support Engineer Tier II at Degreed, providing Level 1 & 2 support via phone, email, chat, tracking issues, refining processes, and staying updated on products.
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Technical Support Engineer | Brazil | Remote
Degreed
Job Location
Job Summary
Degreed is seeking a Technical Support Engineer Tier II to join their Client Experience (CX) team. As a Technical Support Engineer, you will interact with clients and end-users to resolve technical issues quickly and efficiently. You will provide Level 1 and Level 2 technical support via multiple channels, including phone, email, and chat. Your responsibilities will include tracking and documenting technical issues, refining support processes, and staying current with product updates. Degreed values diversity, inclusion, growth mindset, and collaboration. The role offers flexible work arrangements, including remote options, and a range of benefits. If you are passionate about driving change through learning and upskilling, we encourage you to apply.
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
Degreed offers a range of work arrangements depending on the role. Some positions are fully remote, while others are hybrid if you’re near an office. Please check the job details for specifics.
In remote or hybrid roles, you’ll collaborate virtually using tools like Zoom and Slack. You’ll need to operate a laptop and remain stationary for extended periods, with the ability to interpret written and verbal communication.
We are committed to creating an inclusive and flexible work environment that enables you to thrive.
Additional Information
Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
We believe in the full inclusion of all qualified individuals. Degreed will provide reasonable accommodations to those with disabilities during the application, interview, and employment process.
In line with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
Degreed participates in the E-Verify employment verification program.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here: Ireland/EU, United Kingdom, and California. By submitting your application, you are agreeing to our use and processing of your data as required.
Fraudulent Recruitment Warning
Please be aware of fraudulent recruitment activities using the name “Degreed.” Scammers may impersonate Degreed, our website, or our team in recruitment scams. Degreed does not conduct recruitment through WhatsApp, Telegram, or any direct-messaging platforms. Official communication will always come from a Degreed.com email or phone number during the interview process. We do not request sensitive personal or financial information in unsolicited communications, nor do we offer roles requiring upfront payments or promising unrealistic returns. Stay vigilant and report any suspicious recruitment activity.
