Technical Support Engineer Tier II
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, Technical Support Engineering, and will be working remotely within India.
Day in the Life
- Provide technical support to Degreed clients via phone, email, and/or chat platforms; work with end-users to diagnose and resolve routine technical software issues quickly and efficiently.
- Track and document all technical issues and the steps taken to resolve the issue; escalate cases to upper-tier engineers or other CX resources when appropriate.
- Support client questions and issues by gathering data about the problem they are experiencing, analyzing their needs, then research possible resolutions before implementing the best solution to meet the specific situation.
- 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
- 1-3 years of experience in technical customer service/technical support or help desk support.
- Proven ability to learn new software quickly for the purpose of supporting end users.
- Effective use of listening skills to develop an understanding of client inquiries and problems
- 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.
- Excellent analytical and problem-solving skills combined with the ability to provide quick resolution to problems.
- Able to work independently, within a team, and cross-functionally to best support the client and/or improve the product.
What Sets You Apart
- Experience with web troubleshooting (i.e., capturing network traces, extracting a .HAR file).
- Experience with SaaS applications and platforms.
- Basic knowledge of API interfaces, SSO, and FTP troubleshooting.
- Experience with ticket management systems and call tracking applications.
- You are passionate about continual learning and sharing knowledge.
Work Environment & Physical Demands
Degreed is a remote-first company, however our roles are open to in-office or hybrid if you live in a city with a physical office location. 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.