Technical Support Specialist

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, matching 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 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

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’re applying from specific regions, your personal data may be processed in line with applicable privacy laws, including the General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA).

To understand how we handle applicant data, please review our Global Data Privacy Notice and related policies:

• Global Privacy Notice
• GDPR Compliance Details

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.