Degreed is the upskilling platform that fuels growth and innovation through lifelong learning. We bring together everything you need to learn and advance—LMSs, courses, videos, articles, projects, and real-world skill insights—and match you with opportunities that align with your skills, role, and goals.

For businesses, Degreed helps build a culture of learning that attracts, develops, and retains top talent—driving both individual and company success.

We believe learning is the key to unlocking opportunities. Our mission is to discover, empower, and celebrate the next generation of global expertise.

Join us in shaping the future of learning and workforce development.

We’re looking for a Technical Support Engineer Tier II to join our Client Experience (CX) team. This role is all about creating exceptional support experiences—helping our clients and end-users troubleshoot and resolve technical issues with confidence and care.

As a Support Engineer, you’ll be a go-to expert for diagnosing deeper technical challenges, working cross-functionally to identify patterns, escalate issues, and drive continuous improvement in our support practices. If you love solving problems, translating complex tech into everyday language, and making a real impact in a SaaS environment, we’d love to meet you.

Key Skills

Proficiency in Level 1 and Level 2 technical support, assisting clients via phone, email, and chat while guiding them through troubleshooting steps
Knowledge of industry-standard integration practices, including file feeds (FTP), APIs, webhooks, and authentication protocols such as SSO
Strong problem diagnosis and resolution skills, with the ability to troubleshoot SSO authentication, data integrations, and software-related issues
Experience in documenting and escalating technical issues, ensuring thorough tracking and resolution of client concerns
Ability to refine support processes to enhance efficiency and overall client experience
Commitment to staying updated on product changes, system updates, and best practices
Exceptional written and verbal communication skills, with the ability to translate technical information into non-technical language
Creative problem-solving mindset, with a proven ability to analyze and resolve complex technical issues
Experience collaborating with cross-functional teams to identify patterns in technical requests and drive issue resolution
Hands-on experience providing technical support in a SaaS environment, with a strong understanding of software-as-a-service operational models
Fluency in English

Key Responsibilities

Provide Level 1 and Level 2 technical support through multiple channels, ensuring timely and effective issue resolution
Diagnose and troubleshoot escalated technical issues, leveraging product and technical knowledge to identify root causes and solutions
Track and document all technical issues and resolutions, contributing to the Knowledge Center and escalating cases when necessary
Test and troubleshoot end-user system components, including data integrations and SSO authentication
Continuously refine and improve technical support processes to enhance customer experience and team efficiency
Stay up to date with product updates, system changes, and best practices to provide accurate and effective support
Availability to work rotating weekend shifts as needed

Compensation

We are committed to fair and equitable compensation practices.
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.

Benefits

We take care of our people with a comprehensive benefits package designed to support your well-being, growth, and success.

View the full details here: https://px.sequoia.com/globalcompanybenefits

At Degreed, We Value

🌍 Diversity & Inclusion – We celebrate diverse perspectives and backgrounds, fostering an inclusive environment where everyone can thrive and contribute.

📈 Growth Mindset – Learning is at the heart of what we do. We empower our employees to continuously develop their skills and grow their careers in alignment with their unique strengths and aspirations.

🤝 Collaboration – The best ideas come from working together. We cultivate a culture of open communication, teamwork, and shared success.

By joining Degreed, you’ll be part of a community that values learning, collaboration, and meaningful impact. If you’re passionate about driving change through upskilling and workforce transformation, we encourage you to apply and contribute to our mission.

Work Environment & Physical Demands

Degreed offers flexible work arrangements tailored to each role. Some positions are fully remote, while others follow a hybrid model for employees near an office. Please check the job details for role-specific requirements.

For remote and hybrid roles, you’ll collaborate virtually using tools like Zoom and Slack. This role may require prolonged computer use and stationary work, with the ability to interpret written and verbal communication effectively.

We are committed to creating an inclusive and adaptable work environment that enables every team member to thrive and do their best work.

Additional Information

Degreed is an equal opportunity employer committed to fostering a workplace free from discrimination and harassment. We do not discriminate based on 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 aspects of employment, including recruitment, hiring, career development, compensation, and training.

💡 Accessibility & Accommodations

We are dedicated to full inclusion and will provide reasonable accommodations for applicants with disabilities throughout the hiring process. If you need assistance, please let us know.

🔍 Fair Hiring Practices

In compliance with the San Francisco Fair Chance Ordinance, we consider qualified applicants with arrest and conviction records.

📄 E-Verify Participation

Degreed participates in the E-Verify employment verification program.

Global Data Privacy Notice for Job Candidates & Applicants

If you are applying from certain locations, your data may be processed in accordance with regulations such as the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).

For more details on how we process applicant data, please review our Global Data Privacy Notice for:

https://explore.degreed.com/privacy/

https://degreed.zendesk.com/hc/en-us/articles/4409131149458-General-Data-Protection-Regulation-GDPR-Degreed-Update

By submitting your application, you acknowledge and agree to our use and processing of your data in compliance with applicable laws.

Fraudulent Recruitment Warning 🚨

Beware of fraudulent recruitment scams using the Degreed name. Scammers may impersonate our company, website, or hiring team.

⚠️ Degreed will never:

❌ Conduct recruitment via WhatsApp, Telegram, or direct-messaging platforms.

❌ Request sensitive personal or financial information in unsolicited communications.

❌ Offer jobs requiring upfront payments or promising unrealistic returns.

✅ Official Degreed communications will always come from a @degreed.com email address or phone number during the hiring process.

If you encounter suspicious activity, please report it immediately. Stay vigilant and protect yourself from fraud.

Technical Support Engineer | Brazil - Remote