Technical Support Specialist

Summary

Join Deel as a Technical Support Specialist and bridge the gap between frontline teams and engineering, ensuring customer satisfaction through efficient issue resolution. You will tackle complex technical challenges, refine escalation processes, and collaborate with global teams. This role requires 3+ years of experience diagnosing and troubleshooting technical issues in a fast-paced environment and 1+ year in customer support. You should be fluent in English, possess strong analytical skills, and have experience with various tools and technologies. Deel offers competitive pay, benefits, and perks, including provided computer equipment, stock grant opportunities, remote work flexibility, and WeWork access where available.

Requirements

• 3+ years of experience diagnosing and troubleshooting technical issues in a startup or fast-paced environment
• 1+ year of experience in Customer Support roles
• Fluent in both written and verbal English
• Based in APAC to align with team needs
• Strong analytical skills, attention to detail, and a proven track record of resolving technical issues
• Experience using SQL, RESTful APIs and debugging tools (eg. Postman, Chrome DevTools)
• Basic scripting knowledge (eg. Python, Node.js) and ability to read and understand code
• Proficiency in analyzing application logs using monitoring tools (eg. Datadog, Splunk, New Relic)
• Familiarity with ticketing systems (eg. Zendesk, Jira) for issue tracking
• Ability to explain technical concepts in simple terms to non-technical stakeholders
• Use initiative in identifying trends and/or process improvements
• Have previously embraced remote work, capable of working independently and self-motivated
• Must be based within APAC region

Responsibilities

• Efficiently work through tickets and escalations via Jira and Slack, operating at Deel Speed!
• Leverage your strong technical skills to diagnose, troubleshoot, and resolve complex issues
• Provide clear, concise, and actionable updates to internal teams about technical problems
• Work closely with product, engineering and other global teams to resolve escalations
• Specialize in different business areas like Payroll and become a subject matter expert
• Help refine processes to enhance operational efficiency and reduce repetitive escalations
• Create and maintain knowledge base articles to empower frontline teams
• Continually learn the Deel platform, keeping up to date with product features and changes
• Achieve and exceed multiple performance-related targets
• Participate in ongoing product training and process improvement initiatives

Benefits

• Provided computer equipment tailored to your role
• Stock grant opportunities dependent on your role, employment status and location
• Additional perks and benefits based on your employment status and country
• The flexibility of remote work, including WeWork access where available