Deputy

Technical Support Engineer II

Sydney, New South Wales, Australia

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Software as a Service (SaaS), Workforce ManagementIndustries

Requirements

Candidates should have 2+ years of experience in supporting SaaS solutions for global customers, a Bachelor’s degree in Computer Science or a similar field, and experience with REST APIs, Javascript or scripting. Experience in a cloud environment is an advantage, and strong communication skills are required.

Responsibilities

As a Tier II Engineer, you will provide level two technical support for the Deputy ecosystem and related integrations, triage technical issues, resolve problems independently, escalate appropriately, take ownership of customer technical issues, achieve and maintain targeted case statistics, provide professional-level conversations with customers to gather information and troubleshoot, identify and submit issues for advancement to the Engineering team, document actions in tickets, and maintain a customer-centric approach focused on resolution and satisfaction.

Skills

Technical Support

Customer Service

Troubleshooting

Product Knowledge

Integrations

Frontend Support

Escalation Handling

Deputy

Workforce management and staff scheduling platform

About Deputy

Deputy is a workforce management platform that simplifies staff scheduling, labor cost control, and timesheet management for businesses of all sizes. It allows users to create and share schedules easily, reducing scheduling workload by up to 50%, and includes features for demand planning and compliance with labor laws. The platform operates on a freemium model, offering a free starter plan and a premium package, and provides an open API for integration with other software systems. Deputy's goal is to help businesses manage their workforce efficiently while keeping labor costs low.

Key Metrics

Sydney, AustraliaHeadquarters

2008Year Founded

$139.1MTotal Funding

GROWTH_EQUITY_VCCompany Stage

Enterprise SoftwareIndustries

201-500Employees

Benefits

Health Insurance

401(k) Company Match

Flexible Work Hours

Stock Options

Paid Parental Leave

Private Health and Dental Insurance

Work from Home Stipend

Commuter Benefits

Risks

Increased competition from emerging platforms could erode Deputy's market share.

Reliance on a freemium model may limit revenue growth if users don't convert.

Data privacy concerns could lead to reputational damage and legal challenges.

Differentiation

Deputy offers a comprehensive platform for workforce management, including scheduling and compliance.

The platform's open API allows seamless integration with existing business software systems.

Deputy's freemium model provides accessibility to businesses of all sizes.

Upsides

Deputy achieved unicorn status, surpassing a billion-dollar valuation in 2023.

Integration with AI enhances demand planning and labor cost control for businesses.

Growing mobile-first solutions improve accessibility and user experience for workforce management.

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