Technical Support Specialist | BR

Back to jobs New Technical Support Specialist | BR Brazil Based | Remote Apply 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. To support our international coverage, participation in a scheduled weekend rotation is required. Key Skills 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). Nice-to-Have Skills 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. Key Responsibilities 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. 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 compensation for this role is R$9,000 . 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, specific work location, and internal equity.   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 •   DPR 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. Create a Job Alert Interested in building your career at Degreed? Get future opportunities sent straight to your email. 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