Technical Support Specialist | BR

Brazil Based | RemoteFull-TimeMid-levelSupport / Customer Success

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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 looking for a Technical Support Specialist to join our 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 Specialist, you’ll be a go-to expert for diagnosing technical challenges, working cross-functionally to identify patterns, escalate issues, and drive continuous improvement in our support practices.
You’ll thrive here if you enjoy solving puzzles, learning about systems, communicating clearly with non-technical audiences, and owning outcomes from first response to resolution.

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.

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.