Technical Support Engineer

Summary

Join Degreed's Client Experience team as a Technical Support Engineer Tier II! You will directly support Degreed clients and their end-users, resolving technical issues efficiently and providing an exceptional support experience. This role significantly impacts client satisfaction and retention. Key responsibilities include providing Level 1 and 2 technical support, diagnosing and resolving escalated issues, documenting resolutions, improving support processes, and staying updated on product changes. The ideal candidate possesses strong technical support expertise, problem-solving skills, and excellent communication abilities. Degreed values diversity, inclusion, growth mindset, and collaboration.

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
• Proficent in English

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

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