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Escalation Engineer - EMEA Remote

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.

Work Environment & Physical Demands

Degreed is a remote-first company, however our roles are open to in-office or flex work if you live in a city with a physical office location (when it is safe to return to the office). This role has the opportunity to operate 100% virtually from your home office. We primarily collaborate with our US and International colleagues through virtual meetings (Zoom), email, and Slack. In this role, you will be required to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery as necessary.  Due to the nature of this role, you must be able to remain stationary for extended periods, and must be able to observe and interpret written and/or verbal communication. 

Additional Information

Degreed provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to 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 terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.    We are committed to the full inclusion of all qualified individuals. As part of this commitment, Degreed will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment.    Pursuant to the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.   Degreed uses the E-Verify employment verification program.  


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