UK, France, Germany, Sweden, Netherlands, or Switzerland Based Remote
Degreed is the upskilling platform that connects learning to opportunities. We integrate everything people use to learn and build their careers—skill insights, LMSs, courses, videos, articles, and projects—and match everyone to growth opportunities that fit their unique skills, roles, and goals. Degreed exists to discover, empower and recognize the next generation of the world’s expertise.
We are looking for an Escalation Engineer who is passionate about solving highly technical, challenging, and time sensitive client needs and issues.
This role will report directly to an Escalation Engineer Manager currently located in the U.S.
Day in the Life
As an Escalation Engineer, you’ll be responsible for the maintenance, configuration, troubleshooting of all types of IAM applications that may use SAML, OAuth 2.0.
Work closely with the Client Experience and Solutions Engineering teams to understand client needs while maintaining a close relationship with the Product and Engineering teams to develop an in depth understanding of the product and architecture.
You will setup, maintain, and manage client and content provider SSO configurations, security certificates, encryption/signing configurations.
You will also assist the client experience and solution engineering teams in setting up FTP accounts, OAuth clients, content integrations and platform configurations.
Possess a deep knowledge of and stay up to date on all product features, configurations, APIs, integrations, jobs, and architecture of the Degreed platform.
Utilize your platform knowledge to investigate, troubleshoot, debug, and solve client’s most challenging and critical technical needs and issues.
Triage and resolve data issues and construct complex reports using SQL queries and stored procedures.
Develop scripts to automate troubleshooting using TSQL, PowerShell or other similar scripting languages.
Join calls with clients and providers to discuss technical solutions and troubleshoot problems with disparate systems using client issue reports, screen shots, log fragments, and screen sharing.
Who You Are
4+ years hands on experience with APIs, webhooks, CSV, JSON, and XML, SQL.
4+ years of experience in supporting client’s most challenging technical needs and issues.
4+ years ideally once a developer that prefers the fast-paced nature of tackling new challenges and problems through investigation, critical thinking, troubleshooting, and debugging.
2+ years of in depth knowledge and hands on experience with SSO technologies such as SAML.
1+ years of familiarity with programming languages, C# and JavaScript or SQL preferred.
You have hands on experience with browser dev tools, tracing tools, and searching and interpreting log files.
Excellent written and verbal skills, particularly in conveying technical concepts in a way that is easy for clients and non-technical people to understand.
Highly personable and empathetic with excellent relationship management and customer service skills.
Solution driven with ability to understand the big picture.
You are enthusiastic about learning new things and taking on new challenges.
Highly organized, detail oriented, and able to work autonomously with minimal direction.
Informed of data privacy standards and procedures and extraordinarily trustworthy and cautious handling client production data.
Experienced working remotely.