Technical Support Engineer - Tier 3

Job description

Deputy is a global SaaS workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status. At Deputy, we’re improving the world of work, one shift at a time, for 80% of the world’s workforce: hourly workers. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work. We're becoming an AI-native company, a commitment that means you'll be empowered (and expected) to use AI tools and thinking in your day-to-day work. You'll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working. If you’re passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most! **The Role** As part of the Technical Support team, you will work closely with Product, Engineering, Customer Success, and Sales teams to provide advanced technical support across the Deputy ecosystem and related integrations. As a Technical Support Engineer, you will act as the final escalation point for complex customer issues, providing deep technical investigation and troubleshooting for highly customised customer environments. You will be responsible for analysing platform behaviour, identifying product defects, supporting integrations, and collaborating cross-functionally to drive customer outcomes. This role requires strong technical problem-solving skills, the ability to manage high-priority escalations, and a customer-first mindset. You will also contribute to operational improvement initiatives, technical enablement, process optimisation, and knowledge sharing across the support organisation. ### Responsibilities - Provide advanced technical support for the Deputy ecosystem and related integrations - Troubleshoot and resolve complex technical issues across APIs, integrations, workflows, and customised customer configurations - Take ownership of escalated customer issues from investigation through to resolution - Perform technical analysis including log review, API troubleshooting, data validation, and root cause identification - Collaborate closely with Product and Engineering teams to investigate product defects and platform behaviour - Identify recurring technical issues and contribute to continuous improvement initiatives, tooling, automation, and process optimisation - Support strategic enterprise customers requiring high-touch technical engagement - Maintain clear and accurate technical documentation within tickets, internal knowledge bases, and escalation processes - Mentor and support junior Technical Support Engineers through knowledge sharing, training and technical guidance - Contribute to operational goals including SLA attainment, backlog reduction, quality, and customer satisfaction metrics - Participate in incident response, escalation management, and cross-functional communication during critical customer-impacting events - Develop and maintain strong technical knowledge of Deputy products, integrations, infrastructure, and platform capabilities ### Skills & Experience - 5+ years of experience supporting SaaS platforms in a technical support environment - Strong troubleshooting and debugging skills across APIs, integrations, web technologies, and SaaS platforms - Experience working with REST APIs, JSON, JavaScript - Experience investigating technical issues using logs or browser developer tools - Ability to manage complex escalations and communicate effectively with both technical and non-technical stakeholders - Excellent written and verbal communication skills - Strong analytical and problem-solving capabilities - Self-starter with the ability to learn new technologies quickly and operate independently - Collaborative team player with experience working cross-functionally with Engineering, Product and Customer Success teams - Ability to prioritise effectively, manage competing priorities, and work in a fast-paced environment - Experience contributing to process improvement, technical enablement, or operational scalability initiatives is highly regarded - Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience preferred