Senior Technical Product Support Engineer | Hybrid | Bengaluru, India

Degreed is seeking a Technical Support Engineer to join our Client Experience (CX) team. In this role, you will work directly with Degreed clients and their end-users, ensuring technical issues are resolved promptly and effectively. You are committed to delivering an exceptional support experience, recognizing the critical impact this role has on client satisfaction, retention, and the overall Degreed client journey.

Key Skills

• Technical Support Expertise: Proficient in providing Level 1 and Level 2 technical support via multiple channels, including phone, email, and chat, with the ability to guide clients through troubleshooting steps and defuse challenging situations with empathy
• Technical Integration Support: Knowledge of industry-standard practices for implementing file feeds (FTP), APIs, integrations, webhooks, and authentication protocols such as SSO
• Problem Diagnosis and Resolution: Adept at using technical and product knowledge to diagnose, troubleshoot, and resolve escalated software and system issues, including areas such as SSO authentication and data integrations
• Documentation and Escalation: Skilled in tracking, documenting, and escalating technical issues to relevant teams while ensuring detailed records of resolutions are maintained. Process Improvement: Experience in refining support processes and procedures to enhance efficiency and client satisfaction
• Product Knowledge Maintenance: Commitment to staying updated on product changes, system updates, and best practices for client support
• Communication and Interpersonal Skills: Strong written and verbal communication abilities, with a talent for translating technical information into non-technical language and inspiring confidence during issue resolution
• Creative Problem-Solving: Demonstrated ability to think creatively and solve complex technical challenges in a fast-paced environment
• Cross-Functional Collaboration: Proven experience working with cross-functional teams to resolve client issues and identify patterns in technical requests
• SaaS Experience: Hands-on experience providing technical support in a SaaS environment, showcasing a deep understanding of software-as-a-service operational models.
  
  

Key Responsibilities

• Provide level one and two technical support to Degreed clients via phone, email, and/or chat platforms; ad-hoc meetings will be used as needed to drive toward successful resolution
• Use technical and product expertise to diagnose and resolve escalated tier II technical software issues quickly and efficiently
• Track and document all technical issues and the steps taken to resolve the issue; escalate cases to Engineering or other internal teams when appropriate
• Test and troubleshoot technical end-user and system components like data integrations, SSO authentication etc
• Refine and improve our technical support processes and procedures to provide top-notch customer support to Degreed clients
• Stay current with product updates, system changes, and customer support team procedures and best practices.