# Technical Support Engineer - Tier 3

**Company**: Deputy
**Location**: Sydney
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://jobs.lever.co/deputy/f22f8969-4a6d-44cc-95fb-a2f205264a10?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_1511d0e4-3fa

## Description

Deputy is a global SaaS workforce management company with hubs in Sydney, Melbourne, San Francisco, and London, plus team members working remotely across the United States.

The Role: As part of the Technical Support team, you will work closely with Product, Engineering, Customer Success, and Sales teams to provide advanced technical support across the Deputy ecosystem and related integrations.

## Responsibilities:

- Provide advanced technical support for the Deputy ecosystem and related integrations

- Troubleshoot and resolve complex technical issues across APIs, integrations, workflows, and customised customer configurations

- Take ownership of escalated customer issues from investigation through to resolution

- Perform technical analysis including log review, API troubleshooting, data validation, and root cause identification

- Collaborate closely with Product and Engineering teams to investigate product defects and platform behaviour

- Identify recurring technical issues and contribute to continuous improvement initiatives, tooling, automation, and process optimisation

- Support strategic enterprise customers requiring high-touch technical engagement

- Maintain clear and accurate technical documentation within tickets, internal knowledge bases, and escalation processes

- Mentor and support junior Technical Support Engineers through knowledge sharing, training, and technical guidance

- Contribute to operational goals including SLA attainment, backlog reduction, quality, and customer satisfaction metrics

- Participate in incident response, escalation management, and cross-functional communication during critical customer-impacting events

- Develop and maintain strong technical knowledge of Deputy products, integrations, infrastructure, and platform capabilities

## Skills & Experience:

- 5+ years of experience supporting SaaS platforms in a technical support environment

- Strong troubleshooting and debugging skills across APIs, integrations, web technologies, and SaaS platforms

- Experience working with REST APIs, JSON, JavaScript

- Experience investigating technical issues using logs or browser developer tools

- Ability to manage complex escalations and communicate effectively with both technical and non-technical stakeholders

- Excellent written and verbal communication skills

- Strong analytical and problem-solving capabilities

- Self-starter with the ability to learn new technologies quickly and operate independently

- Collaborative team player with experience working cross-functionally with Engineering, Product, and Customer Success teams

- Ability to prioritise effectively, manage competing priorities, and work in a fast-paced environment

- Experience contributing to process improvement, technical enablement, or operational scalability initiatives is highly regarded

- Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience preferred

## Additional Information:

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation.

## Skills

### Required
- REST APIs
- JSON
- JavaScript
- troubleshooting
- debugging
- analytical and problem-solving capabilities

### Nice to have
- process improvement
- technical enablement
- operational scalability initiatives

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Source: [Apply at jobs.lever.co](https://jobs.lever.co/deputy/f22f8969-4a6d-44cc-95fb-a2f205264a10?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)