Technical Support Specialist

Summary

Join Degreed's dynamic Client Experience (CX) team as a Technical Support Specialist, working remotely from Brazil! You will directly engage with clients and end-users to resolve technical issues, ensuring client satisfaction and retention. As a problem-solver and trusted advisor, you'll make a tangible impact on client success. This role requires participation in a scheduled weekend rotation to maintain consistent global support. You will report to the Manager, Americas Technical Support. We seek a proactive individual who takes ownership, focuses on solutions, and approaches work with professionalism and positivity. The role offers opportunities for growth and contribution to broader team initiatives.

Requirements

• 1–3 years of experience in technical customer service, technical support, or help desk roles, preferably within a SaaS product environment
• Professional fluency in English, with strong skills in speaking, listening, reading, and writing
• Fast learner when it comes to new software, with the ability to quickly ramp up and support end users effectively
• Active listener, skilled at identifying client needs and uncovering root causes
• Clear communicator, able to explain technical concepts to non-technical audiences with confidence and empathy — especially in high-stress moments
• Strong problem-solver, with excellent analytical skills and a bias toward fast, effective resolution
• Collaborative and self-directed, comfortable working independently, within a team, and across functions to support clients and enhance product experience

Responsibilities

• Support Degreed clients via phone, email, and chat, diagnosing and resolving routine technical issues quickly and effectively
• Document technical issues and resolutions clearly, including contributing helpful articles to the Knowledge Center
• Escalate complex cases to senior engineers or other CX resources with timely and accurate handoffs
• Investigate client questions by gathering data, analyzing the issue, researching solutions, and applying the most effective resolution
• Stay current with product updates, system changes, and support team best practices
• Assist in onboarding new team members by sharing knowledge and supporting ramp-up

Preferred Qualifications

• Experience troubleshooting web issues, including capturing network traces and working with .HAR files
• Familiarity with SaaS applications and cloud platforms
• Basic knowledge of APIs, SSO, and FTP troubleshooting
• Experience using ticketing systems and call tracking tools
• Passion for continuous learning and knowledge sharing
• Experience with APIs, integrations, or webhooks is strongly preferred

Benefits

• The total monthly pay range for this role is R$8.000 - R$9.000
• 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