Technical Support Engineer | Brazil - Remote Brazil

Degreed Inc.; Brasil; Teletrabalho; USD 40.000 - 80.000; Tempo integral

Resumo da oferta

Join a forward-thinking company as a Technical Support Engineer Tier II, where you'll create exceptional support experiences for clients and end-users. This role emphasizes problem-solving and collaboration in a SaaS environment, allowing you to make a real impact. You'll leverage your technical expertise to diagnose and resolve issues while refining support processes for enhanced client satisfaction. With a commitment to continuous learning and a culture of collaboration, this innovative firm offers a dynamic work environment where your contributions will shape the future of learning and workforce development.

Serviços

Flexible work arrangements

Comprehensive benefits package

Growth opportunities

Inclusive work environment

Qualificações

• Proficiency in technical support and troubleshooting for clients.
• Strong communication skills to translate technical issues.

Responsabilidades

• Provide Level 1 and Level 2 technical support across channels.
• Diagnose and troubleshoot escalated technical issues effectively.
• Continuously refine technical support processes for better efficiency.

Conhecimentos

Level 1 and Level 2 technical support

Problem diagnosis and resolution

Knowledge of integration practices (FTP, APIs, SSO)

Exceptional written and verbal communication

Creative problem-solving

Experience in SaaS environments

Documenting and escalating technical issues

Collaboration with cross-functional teams

Staying updated on product changes

Fluency in English

Ferramentas

Zoom

Slack

Descrição da oferta de emprego

Technical Support Engineer | Brazil - Remote

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.

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

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.

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

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/