Technical Support Specialist

• Provide technical support to Degreed clients via phone, email, and chat platforms, working with end users to diagnose and resolve routine software issues quickly and efficiently
• Manage end-to-end Level 1 support troubleshooting, including clear documentation, accurate case categorization, and timely updates
• Investigate client questions by gathering relevant data, analyzing issues, researching potential solutions, and applying the most effective resolution based on the situation
• Document all technical issues and resolution steps thoroughly, including contributing clear and helpful articles to the Knowledge Center
• Escalate complex cases to senior engineers or other teams as needed, ensuring timely and accurate handoffs
• Stay current with product updates, system changes, and customer support procedures and best practices
• Assist with the onboarding and training of new team members

• Ability to troubleshoot platform issues using internal tools (user search, org configuration, content checks, logs)
• Full professional fluency in English, with the ability to provide technical support to clients and end users in English across written and verbal channels
• Experience in documenting and escalating technical issues, ensuring thorough tracking and resolution of client concerns
• Familiarity with APIs, basic error codes, and how integrations impact client experience
• Exceptional written and verbal communication skills, with the ability to translate technical information into non-technical language
• Strong analytical thinking applied to identifying root cause patterns and narrowing down problem scope
• Collaborative mindset, contributing to team knowledge articles, improvements, and onboarding of new teammates
• Ability to effectively use AI-powered support tools as part of daily workflows (e.g., ticket analysis, knowledge base search, response drafting, and issue pattern identification)

• Experience troubleshooting web issues, including capturing network traces and extracting .HAR files
• Familiarity with SaaS applications and platforms
• Basic understanding of API interfaces, SSO, and FTP troubleshooting
• Experience using ticket management systems and call tracking tools

Comprehensive benefits package designed to support your well-being, growth, and success