Technical Support Engineer Tier II - Remote

Overview

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.

In Short

• Provide Level 1 and Level 2 technical support via multiple channels.
• Diagnose and resolve escalated tier II technical software issues.
• Track and document all technical issues and resolutions.
• Test and troubleshoot technical end-user and system components.
• Refine and improve technical support processes.
• Stay current with product updates and best practices.
• Work rotating weekend shifts as needed.
• Collaborate with cross-functional teams to resolve client issues.
• Maintain strong communication with clients.
• Provide empathetic support to clients during troubleshooting.

Requirements

• Proficient in providing Level 1 and Level 2 technical support.
• Knowledge of industry-standard practices for integrations.
• Adept at diagnosing and resolving software and system issues.
• Skilled in tracking and documenting technical issues.
• Experience in refining support processes for efficiency.
• Strong written and verbal communication skills.
• Creative problem-solving abilities in a fast-paced environment.
• Hands-on experience in a SaaS environment.
• Proficient in English.

Benefits

• Inclusive and flexible work environment.
• Opportunities for continuous learning and development.
• Collaboration with a diverse team.
• Impactful work in learning and workforce development.