Technical Support Engineer - Tier III

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 70+ countries worldwide, serving more than 320,000 workplaces.

Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed 100m ARR. We've helped millions of workers across industries and aim to empower 60% of the global workforce. If you're passionate about i mproving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

You do not need to match every listed expectation to apply for this position. 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.

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 Technical support to Deputy’s customer base.

You will be the go-to resource for any technical questions regarding the Deputy product and have a passion for customer service support.

This role is mixture of frontend user support requiring understanding of backend systems, custom configurations, integrations and script development.

Responsibilities

• Troubleshoot issues escalated by first and second level support, this may include outbound contact with clients for additional information and resolution.
• Provide clear and detailed information to clients on product feature functionality, both written and verbal.
• Communicating client perspective to Product and Development teams for feature improvements/fixes.
• Assist customers with issues not limited to, custom setups, 3rd party integrations, Sales data, configuration.
• Work with various scripts to retrieve or update customer data
• Taking ownership of customer technical issues, further 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.
• Work directly with Engineering and Product teams to resolve customer issues
• Document actions in tickets to effectively communicate information internally and to customers.
  
  

Skills & Experience

• Experience in supporting SaaS solutions for international customers
• RestAPIs, Javascript or scripting experience
• BSc Degree or equivalent skill experience
• At least 3-4 years' in a Customer Service or software support role
• Great listener and communicator
• Attention to detail and passionate about solving client queries
• Self-starter, able to learn new technologies "on the fly"
• Collaborative team player
• Ability to prioritise, manage time effectively and multitask
  
  

$104,000 - $126,480 a year

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.

For candidates based in the San Francisco Bay Area or New York City, the pay range for this position is $118,000- $126,480.

For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $104,000 - $110,670.

This position is remote, but west coast timezones are preferable.

Employee Perks

• Employee Stock Ownership
• Competitive Compensation Packages
• 401k Company Match
• Comprehensive Health Benefits
• Commuter Reimbursement Program
• Flexible Work Schedule
  
  

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.