Technical Support Engineer

Summary

Join Degreed's global Client Experience (CX) team as a Technical Support Engineer! In this role, you will support clients by investigating and resolving complex technical issues related to integrations, authentication, and platform functionality. You will be a key partner in diagnosing root causes, identifying patterns, and contributing to product improvements. This position involves connecting systems, solving real client problems, and navigating ambiguity. You will collaborate with engineering, product, and other support teams to ensure high-impact resolution and continuous improvement of the client experience. Participation in a scheduled weekend rotation is required for consistent global support. The role offers opportunities for growth and contribution to broader team initiatives.

Requirements

• 3+ years in a SaaS technical support or engineering support role
• Experience with APIs, webhooks, FTP file feeds, and SSO authentication troubleshooting
• Hands-on use of tools such as HAR files, browser DevTools, Postman, or DataDog
• Proven ability to investigate and reproduce bugs using test environments and internal tooling
• Strong documentation habits: logging technical issues clearly for engineering handoff
• Clear communicator with the ability to translate technical detail into accessible language
• Demonstrated experience working cross-functionally with product or engineering teams
• Comfortable managing multiple issues and working independently in a remote, async team
• Proactive mindset, curious about system behavior, eager to learn and improve support processes
• Professional fluency in English (written and spoken)

Responsibilities

• Provide high-quality Level 2 technical support via email, chat, and video calls
• Diagnose and troubleshoot advanced technical issues, especially those involving SSO, APIs, and external integrations
• Reproduce client-reported bugs, document reproduction steps, and escalate to engineering when needed
• Review HAR files, browser logs, and application data to investigate platform behavior
• Contribute to internal knowledge resources and improve tooling/process documentation
• Collaborate with cross-functional partners to identify recurring issues and improve client outcomes
• Stay up-to-date on product updates, internal tools, and support best practices
• Participate in regular knowledge-sharing and team syncs to align across global support

Benefits

• The total monthly pay range for this role is R$10,000 - R$11,000
• Actual compensation packages are based on several factors that are unique to each candidate, including but not limited to: skill set, depth of experience, certifications, and specific work location
• We take care of our people with a comprehensive benefits package designed to support your well-being, growth, and success
• Degreed offers flexible work arrangements tailored to each role
• Some positions are fully remote, while others follow a hybrid model for employees near an office