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Technical Support Engineer
Posted on 1/25/2023
INACTIVE
Locations
Remote • United States
Experience Level
Entry
Junior
Mid
Senior
Expert
Desired Skills
Communications
Requirements
  • 2-4 years experience providing hands-on technical support at a SaaS company
  • 1-3 years experience working with industry standard practices for implementing file feeds, API, webhooks, SSO authentications
  • Strong written and verbal communication skills with the ability to translate technical concepts to a non-technical audience. You inspire confidence while leading clients through steps to resolve issues and defuse situations where clients may be frustrated
  • Demonstrated creative thinking and problem-solving as it relates to troubleshooting and technical issues
  • Experience partnering cross-functionally with internal experts to resolve issues and identify patterns for client technical requests
  • You are passionate about continual learning and sharing knowledge
Responsibilities
  • Provide level 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
  • The ability to work rotating weekend shifts as needed
  • This description reflects management's assignment of essential functions; it does not prescribe or restrict other tasks as assigned and is subject to change at any time
Degreed

501-1,000 employees

Learning and upskilling platform
Company Overview
Degreed empowers growth and innovation through lifelong learning. As a changemaker on a global scale, they help identify skills and build the skills to drive individual growth and business results.
Benefits
  • Comprehensive health insurance for you and your family (both PPO and HDHP plans available)
  • Dental and vision plans for you and your family
  • Employer-paid life insurance, AD&D, short-term disability, and long-term disability
  • Company equity
  • 401(k) Retirement Savings Plan with up to 4% match
  • Company funded HSA and dependent care FSA (pending eligibility)
  • Generous Parental Leave
  • Unlimited Paid Time Off and 5 sick days per year
  • Education benefit: Up to $1,200 per year for anything you want to learn (and we mean anything)!
  • One-time Home Office Stipend to make your workspace more comfortable
  • Monthly internet and phone stipend
  • Monthly wellness stipend through Twic