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.