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Technical Support Engineer - US Remote

Degreed

Degreed

IT, Customer Service
Remote · United States
Posted on Wednesday, February 7, 2024
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 Senior Manager, Technical Support, and will be working remotely within the US.

Day in the Life

  • Provide level one and 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.
  • 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

  • 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.

Compensation and Benefits at Degreed

Degreed is passionate about pay transparency and we are committed to fair and equitable compensation practices. The pay range for this role is $80,000 - $94,000. 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. This may be different in other locations due to differences in the cost of labor.
We believe your best work happens when you have a complete life balance, and Degreed gives you the support and flexibility to make that happen. Degreed is committed to delivering a comprehensive benefits program that provides the support you need. At the time of this posting, this role is eligible to participate in the following benefits and wellness programs:
  • 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 Forma
  • Wellness programs focused on your financial, physical, and mental wellbeing
*Degreed reserves the right to modify these benefits at any time, for any reason in accordance with applicable law. Please note the offerings vary based on location.

#LI-Remote
100% remote

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.