Job Description: Tier 2 Support Engineer

Position Overview

Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco, and London, and team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces in over 100 countries. We are backed by top global investors and recently achieved Unicorn status. At Deputy, we are improving the world of work, one shift at a time, for hourly workers who are vital to keeping our world running. We transform the frontline by providing technology that makes workplaces more profitable, compliant, and productive, while making workers more engaged and happier.

As part of the Technical Support Team, you will 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 2 Engineer and the first escalated contact for customer queries, you will support the Deputy ecosystem as well as related integrations. You will work hand-in-hand with different Support teams and the established Tier II team. This role is focused on frontend user support with opportunities to learn backend systems and expand your career as you grow with Deputy.

Responsibilities

• Provide level two technical support for the Deputy ecosystem and related integrations.
• Triage technical issues, resolve problems independently, and escalate appropriately.
• Take ownership of customer technical issues, including initial troubleshooting, identification of root causes, issue resolution, and communication.
• Achieve and maintain targeted case statistics, such as the number of cases closed or issues resolved, along with other established goals.
• Conduct 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 & Experience

• 2+ years of experience in supporting SaaS solutions for global customers.
• Excellent communication skills and the ability to work in a scaling and collaborative environment.
• Experience in a cloud environment will be an advantage.
• Customer-centric and driven to achieve customer satisfaction, not just a technical resolution, in alignment with our core values.
• Self-starter and able to learn new technologies.
• Ability to prioritize, manage time effectively, and multitask.
• A Bachelor's degree in Computer Science or a similar field, or relevant experience, would be highly regarded.
• REST APIs, Javascript, or scripting experience would be highly regarded.

Employee Perks

• Ownership in the company via Share Options
• Paternity/Maternity Leave Policies
• Flexible Remote-First Work Policy
• Company-wide Development & Coaching
• Hackathons
• Awards - "Your Time to Shine & Celebrate Success"
• Social Events & variety of social clubs (Books, LGBT, Games, Sports)
• Mental Health Support
• Munch & Learns

Company Information

Deputy believes in equal opportunity and that inclusiveness and diversity promote innovation. Our global team members come from a variety of cultures, and we welcome different perspectives and skills.

Employment Type

Full Time

Location Type

Remote-First

Additional Notes

• #LI-Hybrid