Technical Support Engineer - Tier 2

Summary

Join Deputy, a global SaaS remote-first workforce management company, as a Tier 2 Engineer providing technical support for our ecosystem and integrations. You will work closely with Sales/Partner and Product Management teams, supporting Deputy’s customer base by troubleshooting technical issues, identifying root causes, and resolving problems. This role involves providing professional-level customer interactions, escalating issues appropriately, and documenting actions effectively. You will have the opportunity to learn backend systems and expand your career. The position requires 2+ years of experience supporting SaaS solutions for global customers and excellent communication skills. Deputy offers various employee perks, including share options, flexible remote work, parental leave, development opportunities, and social events.

Requirements

• 2+ years of experience in supporting SaaS solutions for global customers
• 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

• Bachelors of Computer Science degree or similar or relevant experience would be highly regarded
• RestAPIs, Javascript or scripting experience would be highly regarded
• 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