Technical Support Engineer

Summary

Join Degreed's Client Experience team as a Technical Support Engineer! You will provide Level 1 and Level 2 technical support to clients, resolving technical issues promptly and effectively. This role is crucial for client satisfaction and retention. You will diagnose and resolve escalated software and system issues, document resolutions, and improve support processes. Strong communication and problem-solving skills are essential. Experience in a SaaS environment is required. Degreed offers a range of work arrangements, including fully remote or hybrid options.

Requirements

• 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
• Knowledge of industry-standard practices for implementing file feeds (FTP), APIs, integrations, webhooks, and authentication protocols such as SSO
• 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
• Skilled in tracking, documenting, and escalating technical issues to relevant teams while ensuring detailed records of resolutions are maintained
• Experience in refining support processes and procedures to enhance efficiency and client satisfaction
• Commitment to staying updated on product changes, system updates, and best practices for client support
• Strong written and verbal communication abilities, with a talent for translating technical information into non-technical language and inspiring confidence during issue resolution
• Demonstrated ability to think creatively and solve complex technical challenges in a fast-paced environment
• Proven experience working with cross-functional teams to resolve client issues and identify patterns in technical requests
• Hands-on experience providing technical support in a SaaS environment, showcasing a deep understanding of software-as-a-service operational models

Responsibilities

• Provide level one and two technical support to Degreed clients via phone, email, and/or chat platforms; ad-hoc meetings will be used as needed to drive toward successful resolution
• 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; escalate cases to Engineering or other internal teams 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

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