Hybrid opportunity at
DeputyTechnical Support Engineer - Tier 3
Deputy, a global workforce management software business, is seeking a Tier 3 Technical Support Engineer to sit within its Technical Support team. The company centres its…
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About This Role
Deputy, a global workforce management software business, is seeking a Tier 3 Technical Support Engineer to sit within its Technical Support team. The company centres its work on hourly employees, a group the company puts at roughly four in five of the global workforce, and reports that its platform reaches more than 1.5 million workers across 100-plus countries. The listing is full time and hybrid. Engineers in this seat handle…
Job Description
Deputy, a global workforce management software business, is seeking a Tier 3 Technical Support Engineer to sit within its Technical Support team. The company centres its work on hourly employees, a group the company puts at roughly four in five of the global workforce, and reports that its platform reaches more than 1.5 million workers across 100-plus countries. The listing is full time and hybrid.
Engineers in this seat handle the cases that reach support last. They investigate in depth and troubleshoot problems inside heavily tailored customer setups, covering APIs, integrations, workflows and configuration. Their analysis looks at how the platform actually behaves, flags genuine product defects, and brings in Sales, Customer Success, Engineering and Product where needed to reach a good result for the customer.
Beyond individual tickets, the role supports operational improvement, enablement for colleagues, process refinement and knowledge sharing across support. Engineers spot repeated problems and propose tooling, automation or process fixes. They give hands-on attention to large enterprise accounts, and join incident response and escalation communication when customers are significantly affected. Junior colleagues receive training and technical guidance, and performance is tracked against measures such as SLA performance, backlog size, quality and customer satisfaction.
The posting requires at least five years of technical support experience on software-as-a-service products, with solid debugging ability across APIs, integrations and web technologies. Hands-on familiarity with REST APIs, JSON and JavaScript is needed, as is the ability to diagnose issues from logs and browser developer tools. Candidates must handle difficult escalations and explain problems clearly to technical and non-technical audiences, and should work independently with analytical rigour. A university degree in a technical field such as computing or IT is preferred, though equivalent practical experience is accepted.
Responsibilities
- Give advanced support across the Deputy platform and its integrations
- Diagnose and fix intricate problems involving APIs, integrations, workflows and tailored settings
- Carry escalated cases from first investigation through to closure
- Review logs, check data and pinpoint root causes
- Partner with Product and Engineering on defects and platform behaviour
- Spot patterns in recurring issues and build tooling, automation and process fixes
- Offer close technical support to strategic enterprise accounts
- Keep ticket notes, knowledge base articles and escalation records accurate
- Coach and train junior support engineers
- Join incident response and cross-team communication during critical customer events
Requirements
- At least five years of technical support experience on SaaS platforms
- Strong debugging across APIs, integrations and web technologies
- Working knowledge of REST APIs, JSON and JavaScript
- Comfort analysing logs and browser developer tools
- Skill in handling demanding escalations and communicating clearly with varied audiences
- Self-directed, and quick to pick up new technology
- Able to juggle competing priorities in a busy setting
Qualifications
- University degree in computing, IT or a comparable field (preferred), or equivalent practical experience
- Background in process improvement, technical enablement or scaling operations
Core Skills
Benefits
- Flexible working arrangements and a home-office stipend
- Ownership stake in Deputy through an ESOP scheme
- Paid parental leave
- Group Salary Continuance Insurance
- Employee Assistance Program access
- Extra leave for study, celebrations and volunteering work
- Global working groups and an annual hackathon
- Novated leasing for electric vehicles and internet reimbursement
Frequently Asked Questions
Answers are based only on the employer’s listing; where it doesn’t say, neither do we.
Is this role hybrid?
The listing marks the role as hybrid. The posting does not name an office city.
Is a salary listed?
No. The posting does not state a salary.
How much experience is required?
The posting asks for at least five years of technical support experience on SaaS platforms, including API and debugging work.
Is a degree required?
A university degree in a technical field such as computing or IT is preferred. Equivalent practical experience is also accepted.
Sample Interview Questions
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