Escalation Engineer | Hybrid | Bengaluru, India
Degreed
At Degreed, we believe that learning is the key to unlocking opportunities. As the premier upskilling platform, we empower individuals to connect their skills and ambitions with meaningful growth opportunities. By integrating everything people use to learn—skill insights, courses, videos, articles, and projects—we create personalized pathways for career advancement. 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.
At Degreed, we believe in creating exceptional client experiences that drive learning and skill recognition to the next level. As an Escalation Engineer on our Client Experience team, you will play a vital role in ensuring our clients succeed with our innovative platform. Your expertise will help resolve complex technical challenges while empowering our clients to maximize the value of our cutting-edge solutions.
In this role, you’ll act as a trusted partner to our clients, providing technical support, solving pressing issues, and transforming roadblocks into opportunities for growth. Whether troubleshooting SSO configurations, orchestrating integrations, or diving deep into technical systems, you’ll be at the heart of ensuring our platform meets client needs.
Working in a collaborative, fast-paced environment, you’ll not only address critical client challenges but also build automations and tools that enhance internal workflows. This role is perfect for someone who thrives on technical problem-solving, values strong client relationships, and is eager to make a tangible impact on client success and product evolution.
Key Skills
- Proficiency in SQL Server, TSQL, and familiarity with technologies such as SSO/SAML 2.0, OpenID Connect, OAuth, APIs, Elasticsearch, webhooks, CSV, JSON, and XML.
- Advanced troubleshooting and debugging skills to resolve issues related to SSO, FTP, integrations, APIs, and web application functionality.
- Excellent communication skills for clearly explaining technical concepts to both technical and non-technical stakeholders.
- Experience with programming or scripting languages such as PowerShell, Python, NodeJS, or low-code platforms like Retool (preferred).
- Client-first mindset with strong relationship management skills, demonstrating empathy, responsiveness, and active listening.
- Strong organizational and detail-oriented approach, with the ability to work autonomously in a dynamic environment.
- Enthusiasm for continuous learning, tackling new challenges, and adopting new technologies.
- Hands-on experience with browser development tools, tracing tools, and analyzing log files.
Key Responsibilities
- Configure, maintain, and troubleshoot IAM applications using protocols such as SAML and OAuth 2.0.
- Collaborate closely with the Client Experience and Solutions Engineering teams to address client needs, while developing in-depth product and architecture knowledge alongside the Product and Engineering teams.
- Set up and manage client and content provider SSO configurations, security certificates, encryption/signing configurations, and OAuth clients.
- Support the setup and maintenance of FTP accounts, content integrations, and platform configurations for clients.
- Investigate, troubleshoot, debug, and resolve clients’ most challenging technical issues using your deep platform knowledge.
- Triage and resolve data issues and create detailed reports using SQL queries and stored procedures.
- Develop automation scripts for troubleshooting and process improvement using TSQL, PowerShell, or other scripting languages.
- Participate in client and provider calls to discuss technical solutions, troubleshoot system integration challenges, and offer expert guidance.
- Automate workflows and improve efficiency using low-code platforms like Retool.
Candidate must be based in Bengaluru, India.
At Degree we value
At Degreed we value
Diversity and Inclusion: We embrace individuals from all backgrounds and aim to build an environment where everyone can thrive.
Growth Mindset: We encourage continuous learning and development for our employees to grow their careers in line with their unique skills and goals.
Collaboration: We believe the best ideas come from teams working together, and we foster open communication and teamwork.
By joining our team, you’ll be part of a community that values continuous learning, collaboration, and making an impact. If you are passionate about driving change through learning and upskilling, we encourage you to apply and become a key contributor to our mission.
Work Environment & Physical Demands
Degreed offers a range of work arrangements depending on the role. Some positions are fully remote, while others are hybrid if you’re near an office. Please check the job details for specifics.
In remote or hybrid roles, you’ll collaborate virtually using tools like Zoom and Slack. You’ll need to operate a laptop and remain stationary for extended periods, with the ability to interpret written and verbal communication.
We are committed to creating an inclusive and flexible work environment that enables you to thrive.
Additional Information
We believe in the full inclusion of all qualified individuals. Degreed will provide reasonable accommodations to those with disabilities during the application, interview, and employment process.
In line with the San Francisco Fair Chance Ordinance, we will consider qualified applicants with arrest and conviction records.
Degreed participates in the E-Verify employment verification program.
Global Data Privacy Notice for Job Candidates and Applicants
Depending on your location, the General Data Protection Regulation (GDPR) and California Consumer Privacy Act (CCPA) may regulate the way we manage the data of job applicants. Our full notice outlining how data will be processed as part of the application procedure for applicable locations is available here: Ireland/EU, United Kingdom, and California. By submitting your application, you are agreeing to our use and processing of your data as required.
Fraudulent Recruitment Warning
Please be aware of fraudulent recruitment activities using the name “Degreed.” Scammers may impersonate Degreed, our website, or our team in recruitment scams. Degreed does not conduct recruitment through WhatsApp, Telegram, or any direct-messaging platforms. Official communication will always come from a Degreed.com email or phone number during the interview process. We do not request sensitive personal or financial information in unsolicited communications, nor do we offer roles requiring upfront payments or promising unrealistic returns. Stay vigilant and report any suspicious recruitment activity.