Degreed

Manager

• Own and manage high-priority customer escalations from identification through resolution.
• Act as a central point of coordination across Support, Product, Engineering, and Implementation teams, ensuring escalated tickets have clear ownership, priority, timelines, and communication plans.
• Partner directly with customers via email, phone, and screen sharing to provide updates, technical explanations, and resolution strategies.
• Support Tier 2 Support Engineers by ensuring they have the tools, access, and information required to resolve escalations effectively.
• Assist with advanced troubleshooting, root cause analysis, and workaround development.
• Translate Product and Engineering insights into clear guidance for Support and customers.
• Build and maintain datasets and reporting to analyze escalation trends, root causes, and risk indicators.
• Identify recurring issues and systemic risks, and surface actionable insights to leadership.
• Contribute to continuous improvement of escalation workflows, incident response, and cross-functional collaboration.
• Review and interpret technical logs, system outputs, and diagnostic data to support escalation investigations and root cause analysis.
• Partner with Engineering to translate technical findings into clear, customer-friendly explanations and next steps.

Escalation Manager

Backend Engineer

• Design, evolve, and optimize SQL Server databases at scale: Create schemas, queries, stored procedures, and indexing strategies, and continuously refactor them to improve performance, reliability, and long-term maintainability in production systems.
• Own database changes and production stability: Plan, deploy, and validate schema and data changes with minimal downtime, clear rollback strategies, and hands-on response to performance, availability, and scalability incidents.
• Ensure database quality through reviews and testing: Lead database code reviews and maintain acceptance tests that validate correctness, performance, and reliability before changes reach production.
• Build and operate reliable data pipelines: Develop and maintain data flows between systems, ensuring data quality, consistency, and observability across environments.
• Partner with engineering and product to enable features: Collaborate with backend and frontend engineers, product managers, and designers to translate product needs into scalable data models, APIs, and user-facing capabilities.
• Apply Elasticsearch where it adds value: Support search, analytics, or observability use cases by combining Elasticsearch with relational data stores when appropriate.
• Document and align database practices across the platform: Maintain clear documentation of database architecture and standards, and align database strategies with platform, security, and reliability initiatives.

Senior Database Engineer

Product Manager

• Help define and execute the vision, strategy, and roadmap for Degreed’s application.
• Responsible for key elements of the application.
• Leverage AI to improve efficiency, effectiveness, and engagement.
• Balance strategic planning with hands-on execution; spending around 25% on strategic planning, 25% on Product Marketing and External Engagement, and 50% on operational execution.
• Contribute to and execute on product strategy, ensuring alignment with company objectives and market needs.
• Support roadmap prioritization based on impact and customer feedback.
• Partner with engineering, sales, marketing, and customer success teams to ensure successful product launches and adoption.

Senior Product Manager

Cloud Engineer

• Lead and contribute to Infrastructure as Code initiatives using Terraform.
• Help define and improve our cloud infrastructure on Azure.
• Work closely with engineering teams to streamline deployments and build robust CI/CD pipelines.
• Support our shift toward containerization (e.g. Kubernetes).
• Collaborate with teams across the business to support growth, scalability, and automation.
• Participate in a rotating on-call schedule to support uptime and stability.

Escalation Manager

Senior Database Engineer

Senior Product Manager

Senior Azure Engineer