Technical Support Engineer - Tier 3

About Deputy

Deputy is a global SaaS company focused on workforce management with offices in Sydney, Melbourne, San Francisco, and London, and remote team members across the US. Our platform supports more than 1.5 million workers and 375,000 workplaces in over 100 countries. Recently achieving Unicorn status, Deputy is backed by leading global investors.

Our mission is to enhance work life for the 80% of the workforce comprising hourly employees, who play essential roles in society but have traditionally been overlooked by workplace technology. Deputy transforms frontline management to improve profitability, compliance, productivity of businesses, and engagement and satisfaction of workers.

As part of our commitment to innovation, we are becoming an AI-native company. This means team members are encouraged and trained to responsibly integrate AI tools and thinking into their daily work to foster creativity, speed problem resolution, and unlock new approaches to working.

Role Overview

The Technical Support Engineer is a vital part of the Technical Support team, collaborating closely with Product, Engineering, Customer Success, and Sales departments. This role involves delivering advanced technical assistance related to the Deputy platform and its integrations, acting as the final escalation point for challenging customer issues within customised environments.

You will investigate complex platform behaviors, diagnose product defects, manage integrations, and support enterprise customers. The role demands strong problem-solving skills, high-priority escalation management, and a customer-centric attitude. Additionally, you will participate in continuous operational improvements, process optimizations, and foster knowledge sharing within the support team.

Key Responsibilities

• Deliver advanced technical support for Deputy’s platform and associated integrations.
• Troubleshoot difficult issues involving APIs, integrations, workflows, and customised setups.
• Own escalated customer cases from initial investigation through to resolution.
• Conduct technical analyses such as log examinations, API debugging, data checks, and root cause assessments.
• Work closely with Product and Engineering to identify and address product issues.
• Spot recurring technical challenges and help drive improvements through tooling, automation, and enhanced processes.
• Provide focused technical support to strategic enterprise clients.
• Create and maintain precise technical documentation in tickets, knowledge bases, and escalation workflows.
• Mentor junior Technical Support Engineers by sharing knowledge, training, and guidance.
• Contribute to meeting operational targets including SLA compliance, backlog management, and customer satisfaction.
• Participate actively in incident responses, escalation coordination, and communication during critical events affecting customers.
• Stay current with Deputy’s product suite, integrations, infrastructure, and platform features.

Skills & Experience Required

• A minimum of 5 years in technical support roles for SaaS platforms.
• Proficiency in troubleshooting and debugging APIs, integrations, web technologies, and SaaS systems.
• Hands-on experience with REST APIs, JSON, and JavaScript.
• Competence in analyzing technical issues through logs and browser developer tools.
• Capability to handle complex escalations and communicate with diverse audiences, technical and non-technical alike.
• Strong verbal and written communication skills.
• Excellent analytical thinking and problem-solving abilities.
• Self-motivated with aptitude for rapid technology learning and independent operation.
• Collaborative team player familiar with cross-functional work involving Engineering, Product, and Customer Success teams.
• Effective prioritisation skills and ability to manage multiple responsibilities in a dynamic environment.
• Experience in process enhancement, technical training, or operational scalability projects is an advantage.
• Preferably holds a bachelor’s degree in Computer Science, IT, or equivalent experience.

Employee Benefits

• Flexible working arrangements with a stipend to support remote work setup.
• Opportunity to participate in the Employee Share Ownership Plan (ESOP).
• Paid parental leave for family support.
• Group Salary Continuance Insurance protection.
• Access to employee assistance programs for wellbeing support.
• Additional leave options, including study assistance, celebration days, and volunteering.
• Engagement in global working groups focused on collaboration and inclusion.
• Participation in annual Hackathons to spark creativity.
• Benefits such as novated leasing for electric vehicles and internet reimbursements.

Equal Opportunity

Deputy embraces diversity and inclusion, believing they foster innovation. The global team represents multiple cultures and welcomes varied perspectives and skills.