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 a diverse scope of problems, devising solutions based on limited information and adapting existing approaches. You will independently resolve issues, escalating to Tier III or the Product/Engineering team when necessary. The role requires advanced API knowledge, scripting languages, and the ability to interpret and execute scripts under pressure. Deputy offers a flexible and hybrid work policy, employee share ownership, work-from-home stipend, pension matching, health and dental insurance, paid parental leave, additional leave days, and more.

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

• Enjoy a flexible and hybrid work policy, with a dedicated office 1 minute walk from Farringdon Station
• Own a piece of Deputy through our Employee Share Ownership Plan (ESOP)
• Work from home stipend to help you get set up and succeed from home
• Benefit from our employee pension matching programme
• Access private health and dental insurance
• Take paid parental leave to support you and your family
• Enjoy additional leave days — including study assistance, celebration days and volunteering
• 25 days’ holiday plus bank holidays
• Feel secure with our income protection scheme for long-term absence due to illness or injury
• Get involved with our global working groups; designed for collaboration, belonging and connection
• Connect over weekly office lunches, social gatherings and industry events