Support Engineer

• Provide prompt, high-quality technical support to Degreed clients by phone, email and chat, owning tickets from first response through to resolution
• Accurately record issues and resolutions; contribute to the Knowledge Centre with clear, helpful articles
• Analyze issues, research solutions, and resolve technical challenges tailored to each client’s needs
• Recognize when cases need escalation and route efficiently to appropriate team members
• Keep up with product updates and team processes to support clients with the latest knowledge
• Listen actively, show empathy, and turn client challenges into positive experiences
• Work cross-functionally and participate in team initiatives to drive continuous improvement
• Help onboard and train new team members, sharing best practices and fostering team growth
• Monitor ticket queues, prioritize urgent issues, and manage time effectively
• Identify potential client challenges early and offer proactive solutions
• Report to the Manager, International Technical Support
• Role requires hybrid work from the Netherlands and joining the Leiden office once a week; scheduled weekend rotations required

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