Escalation Engineer

Summary

Join Degreed's Client Experience team as an Escalation Engineer and become a trusted partner to our clients, resolving complex technical challenges and ensuring their success with our platform. You will act as a technical expert, troubleshooting issues, building automations, and enhancing internal workflows. This role requires proficiency in SQL Server, TSQL, and various technologies like SSO/SAML, APIs, and scripting languages. Strong communication and client relationship skills are essential. The position is based in Bengaluru, India, and offers a collaborative, fast-paced environment where you can make a tangible impact on client success and product evolution. Degreed values diversity, inclusion, growth mindset, and collaboration.

Requirements

• Proficiency in SQL Server, TSQL, and familiarity with technologies such as SSO/SAML 2.0, OpenID Connect, OAuth, APIs, Elasticsearch, webhooks, CSV, JSON, and XML
• Advanced troubleshooting and debugging skills to resolve issues related to SSO, FTP, integrations, APIs, and web application functionality
• Excellent communication skills for clearly explaining technical concepts to both technical and non-technical stakeholders
• Client-first mindset with strong relationship management skills, demonstrating empathy, responsiveness, and active listening
• Strong organizational and detail-oriented approach, with the ability to work autonomously in a dynamic environment
• Enthusiasm for continuous learning, tackling new challenges, and adopting new technologies
• Hands-on experience with browser development tools, tracing tools, and analyzing log files
• Candidate must be based in Bengaluru, India

Responsibilities

• Configure, maintain, and troubleshoot IAM applications using protocols such as SAML and OAuth 2.0
• Collaborate closely with the Client Experience and Solutions Engineering teams to address client needs, while developing in-depth product and architecture knowledge alongside the Product and Engineering teams
• Set up and manage client and content provider SSO configurations, security certificates, encryption/signing configurations, and OAuth clients
• Support the setup and maintenance of FTP accounts, content integrations, and platform configurations for clients
• Investigate, troubleshoot, debug, and resolve clients’ most challenging technical issues using your deep platform knowledge
• Triage and resolve data issues and create detailed reports using SQL queries and stored procedures
• Develop automation scripts for troubleshooting and process improvement using TSQL, PowerShell, or other scripting languages
• Participate in client and provider calls to discuss technical solutions, troubleshoot system integration challenges, and offer expert guidance
• Automate workflows and improve efficiency using low-code platforms like Retool

Preferred Qualifications

Experience with programming or scripting languages such as PowerShell, Python, NodeJS, or low-code platforms like Retool

Benefits

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