Technical Support Specialist

• Provide high-quality technical support to Degreed clients via chat, email, and/or phone
• Troubleshoot platform issues using internal tools, logs, and client-provided information
• Identify when additional details are needed and gather the required artifacts (HAR files, screenshots, examples, logs)
• Diagnose issues related to user access, content visibility, completions, and integrations
• Validate SSO certificate details, file feed statuses, and basic API responses with guided documentation
• Document all findings thoroughly and maintain accurate, detailed case histories
• Escalate issues with complete context: reproduction steps, expected vs actual behavior, impact, and supporting evidence
• Stay updated on new releases, product changes, and support team best practices
• Contribute to the Knowledge Center by writing or improving articles
• Assist with onboarding and sharing best practices with new team members

• Ability to troubleshoot platform issues using internal tools (user search, org configuration, content checks, logs)
• Familiarity with APIs, basic error codes, and how integrations impact client experience
• Ability to validate SSO configurations, certificate details, and troubleshoot authentication issues with guided documentation
• Ability to review file feeds (FTP) and identify common data or formatting errors
• Strong communication skills, capable of translating technical problems into simple explanations for non-technical users
• Skill in gathering complete diagnostic information upfront (HAR files, screenshots, examples, logs) to accelerate resolution
• Ability to manage a case end-to-end: clear notes, accurate categorization, timely updates, and structured escalation
• Strong analytical thinking applied to identifying root cause patterns and narrowing down problem scope
• Consistent attention to detail in documentation, investigation steps, and evidence-gathering
• Ability to stay current with product releases and apply new knowledge in troubleshooting
• Collaborative mindset, contributing to team knowledge articles, improvements, and onboarding of new teammates
• High accountability for owning outcomes, prioritizing effectively, and meeting SLAs in a fast-paced queue environment

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