Technical Support Engineer @ Degreed

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 is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. Degreed exists to discover, empower and recognize the next generation of the world’s expertise.

Degreed is looking for a Technical Support Engineer Tier II to join our Client Experience (CX) team. As a Technical Support Engineer Tier II, you will interact directly with Degreed clients and their end-users to ensure that technical issues are resolved quickly and efficiently. You are ready to provide an unparalleled support experience, and you recognize that this role significantly impacts the Degreed client experience and can impact client satisfaction and retention.

This role will report to the Manager of Technical Support, will be working remotely within the United States and comfortable working Pacific Timezone hours.

Day in the Life

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.

Who You Are

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

What Sets You Apart

You are passionate about continual learning and sharing knowledge

#LI-Remote

Work Environment & Physical Demands

Degreed is a remote-first company, however our roles are open to in-office or flex work if you live in a city with a physical office location (when it is safe to return to the office). This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our US and International colleagues through virtual meetings (Zoom), email, and Slack. In this role, you will be required to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery as necessary. Due to the nature of this role, you must be able to remain stationary for extended periods, and must be able to observe and interpret written and/or verbal communication.

Additional Information

Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.

Degreed uses the E-Verify employment verification program.

501-1,000 employees

Website

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