Technical Support Engineer | BR - Remote Eligible

Technical Support Engineer | BR

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 Engineer to join our global Client Experience (CX) team. In this role, you'll support our clients by investigating and resolving complex technical issues across integrations, authentication, and platform functionality. You'll be a go-to partner for diagnosing root causes, identifying patterns, and contributing to long-term product improvements.

This role is about connecting systems, solving real client problems, and navigating ambiguity with clarity and ownership. You'll collaborate closely with engineering, product, and other support tiers to ensure high-impact resolution and continuous improvement across the client experience.

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

Key Skills

• 3+ years in a SaaS technical support or engineering support role.
• Experience with APIs, webhooks, FTP file feeds, and SSO authentication troubleshooting.
• Hands-on use of tools such as HAR files, browser DevTools, Postman, or DataDog.
• Proven ability to investigate and reproduce bugs using test environments and internal tooling.
• Strong documentation habits: logging technical issues clearly for engineering handoff.
• Clear communicator with the ability to translate technical detail into accessible language.
• Demonstrated experience working cross-functionally with product or engineering teams.
• Comfortable managing multiple issues and working independently in a remote, async team.
• Proactive mindset, curious about system behavior, eager to learn and improve support processes.
• Professional fluency in English (written and spoken).

Key Responsibilities

• Provide high-quality Level 2 technical support via email, chat, and video calls.
• Diagnose and troubleshoot advanced technical issues, especially those involving SSO, APIs, and external integrations.
• Reproduce client-reported bugs, document reproduction steps, and escalate to engineering when needed.
• Review HAR files, browser logs, and application data to investigate platform behavior.
• Contribute to internal knowledge resources and improve tooling/process documentation.
• Collaborate with cross-functional partners to identify recurring issues and improve client outcomes.
• Stay up-to-date on product updates, internal tools, and support best practices.
• Participate in regular knowledge-sharing and team syncs to align across global support.

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$10,000 - R$11,000. 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.

Benefits

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.