Technical Support Specialist

We're seeking a Technical Support Specialist to join our dynamic Client Experience (CX) team at Degreed. In this role, you’ll engage directly with clients and end-users to ensure swift and effective resolution of technical issues, playing a crucial role in shaping client satisfaction and retention.

As a Technical Support Specialist, you’ll be a problem-solver and trusted advisor, making a tangible impact on our clients’ success and the overall Degreed experience. You’ll report to the Manager, Americas Technical Support, and work remotely from Brazil.

We’re looking for someone who takes ownership of creating smooth client journeys, consistently focuses on solutions and accountability, and approaches every day with professionalism, positivity, and a drive to elevate the client experience.

Participation in a scheduled weekend rotation is required to ensure we maintain consistent support across our global client base.

Key Skills

• 1–3 years of experience in technical customer service, technical support, or help desk roles, preferably within a SaaS product environment.

• Experience with APIs, integrations, or webhooks is strongly preferred.

• Professional fluency in English, with strong skills in speaking, listening, reading, and writing

• Fast learner when it comes to new software, with the ability to quickly ramp up and support end users effectively

• Active listener, skilled at identifying client needs and uncovering root causes

• Clear communicator, able to explain technical concepts to non-technical audiences with confidence and empathy — especially in high-stress moments

• Strong problem-solver, with excellent analytical skills and a bias toward fast, effective resolution

• Collaborative and self-directed, comfortable working independently, within a team, and across functions to support clients and enhance product experience

Key Responsibilities

These responsibilities reflect the foundation of your role; they do not prescribe or restrict other tasks as assigned and are subject to change at any time. This role is dynamic and offers opportunities to grow, contribute to broader team initiatives, and help shape an exceptional team and client experience:

• Support Degreed clients via phone, email, and chat, diagnosing and resolving routine technical issues quickly and effectively

• Document technical issues and resolutions clearly, including contributing helpful articles to the Knowledge Center

• Escalate complex cases to senior engineers or other CX resources with timely and accurate handoffs

• Investigate client questions by gathering data, analyzing the issue, researching solutions, and applying the most effective resolution

• Stay current with product updates, system changes, and support team best practices

• Assist in onboarding new team members by sharing knowledge and supporting ramp-up

What Sets You Apart

• Experience troubleshooting web issues, including capturing network traces and working with .HAR files

• Familiarity with SaaS applications and cloud platforms

• Basic knowledge of APIs, SSO, and FTP troubleshooting

• Experience using ticketing systems and call tracking tools

• Passion for continuous learning and knowledge sharing

Compensation

We are committed to fair and equitable compensation practices. This role is under a CLT (Consolidation of Labor Laws) contract in Brazil.

The total monthly pay range for this role is R$8.000 - R$9.000. 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.