Technical Support Engineer III

Summary

Join Deputy, a global SaaS remote-first workforce management company, and make an impact on the world of work. As a Tier II Engineer, you will work on diverse problems, devise solutions based on limited information, and adapt existing approaches to resolve issues. You will independently handle issues, escalating to Tier III or Product/Engineering when necessary. The role requires advanced API knowledge, scripting languages (JavaScript, Python), and the ability to interpret and execute scripts under pressure. You will prioritize tasks, manage time effectively, and demonstrate empathy and understanding. Deputy offers competitive salaries, employee ownership via Share Options, a 401k plan, comprehensive health benefits, commuter reimbursement, a flexible remote-first work policy, and company-wide development and coaching.

Requirements

• Minimum of 3-4 years of experience
• Advanced API knowledge
• Scripting languages (JavaScript, Python, etc.) Ability to create basic scripts to analyse data from within the application and report back to customers with detailed explanations
• Escalation responsibilities include first responding to customers and bringing in more experienced engineers when appropriate
• Ability to interpret, develop, and execute scripts of varying complexity under pressure and for quick response
• Ability to prioritise, manage time effectively and multitask with added pressure of time sensitive escalations
• Empathy and understanding based on experience

Responsibilities

• Works on a diverse scope of problems, where each issue requires individual analysis of information provided within the tickets, which requires detailed problem techniques to solve
• Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues
• Uses evaluation, judgement, and interpretation to select the right course of action
• Work is done independently and is reviewed at critical points
• Whenever possible, the Tier II Engineer will own each issue to resolution
• When necessary, the Tier II Engineer will escalate to either Tier III or to the Product/Engineering team
• When all efforts to resolve an issue have been exhausted and progress towards a resolution have stalled, to escalate the Product/Engineering team, Engineer must: Consult their peers and/or team SME on the issue
• Issue must be clearly defined including steps/actions taken up to this point
• Relevant account information (business name, name of contact, etc.) should be clearly documented
• Where appropriate, replication of the issue has been completed and documented

Benefits

• Ownership in the company via Share Options
• Company match 401k plan
• Comprehensive health benefits
• Commuter reimbursement program
• Flexible remote-first work policy
• Company wide development and coaching