Technical Support Engineer II

At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces. 

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

The Role

As part of the Technical Support Team, you will be required to work closely with the Sales/Partner Team and Product Management Team to provide product knowledge, configuration assistance, and second level technical support to Deputy’s customer base.

As a Tier II Engineer and the first escalated contact for Customer queries, you support the Deputy ecosystem as well as the related Integrations that work with it. You will work hand in hand with the different Support teams as well as the established Tier II team. 

This role is frontend user support with the opportunity to learn backend systems, and expand long term into a Tier III Support Engineer.

Responsibilities

• Provide level two technical support for Deputy ecosystem and related integrations;
• Triage technical issues, resolve problems independently and escalate where appropriately; 
• Taking ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication;
• Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals;
• Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries.
• Identify and submit issues for advancement to the Engineering team.
• Document actions in tickets to effectively communicate information internally and to customers.

Skills

• 2+ years of experience in supporting SaaS solutions for international customers
• RestAPIs, Javascript or scripting experience
• BSc Degree or equivalent skill experience
• Excellent communication skills and the ability to work in a fast-paced, team environment
• Experience in a cloud environment - an advantage
• Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution
• Self-starter, able to learn new technologies "on the fly"
• Collaborative team player
• Ability to prioritize, manage time effectively and multitask

The pay range for this position takes into account multiple factors that are all considered to determine an individual candidate’s starting pay. These factors include but are not limited to: market factors, experience, technical and non-technical skills, education, certifications, and other business acumen. This range does not include any potential incentive programs, such as individual or organizational performance bonuses. 

The compensation range for this role is $63,000 - $72,000.

Employee Perks

- Ownership in the company via Share Options

- Company match 401k plan

- Comprehensive health benefits

- Commuter reimbursement program

- Flexible remote-first work policy

- Company wide development and coaching

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills. 

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