Technical Support Engineer II

Summary

Join Deputy, a global SaaS remote-first workforce management company, as a Tier II Engineer providing technical support for the Deputy ecosystem and related integrations. You will work closely with Sales/Partner and Product Management teams, providing product knowledge, configuration assistance, and second-level support to our customer base. As the first escalated contact for customer queries, you will troubleshoot issues, identify root causes, and resolve problems, ensuring customer satisfaction. This role involves frontend user support with opportunities to learn backend systems and advance your career. You will collaborate with various support teams and contribute to improving our platform for millions of workers globally. Deputy offers a flexible remote-first work policy and various employee perks.

Requirements

• 2+ years of experience in supporting SaaS solutions for global customers
• Bachelors of Computer Science degree or similar or relevant experience
• RestAPIs, Javascript or scripting experience
• Excellent communication skills and the ability to work in a scaling and collaborative environment
• Customer centric and driven to achieve a satisfied customer, not just a technical resolution - in alignment with our core values
• Self-starter and able to learn new technologies
• Ability to prioritise, manage time effectively and multitask

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

Preferred Qualifications

Experience in a cloud environment will be an advantage

Benefits

• 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