Technical Support Engineer - Tier 2
Deputy is a global SaaS remote-first workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States.Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status.
At Deputy, we’re improving the world of work, one shift at a time, for 80% of the world’s workforce: hourly workers. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.
If you’re passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most!
As part of the Technical Support Team, you will be required to work closely with the Sales/Partner Team and Product Management Team to provide product knowledge, configuration assistance, and second level technical support to Deputy’s customer base.
As a Tier 2 Engineer and the first escalated contact for Customer queries, you support the Deputy ecosystem as well as the related Integrations that work with it. You will work hand in hand with the different Support teams as well as the established Tier II team.
This role is frontend user support with the opportunity to learn backend systems, and expand your career as you grow with Deputy.
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.
Skills & Experience
- 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
- Experience in a cloud environment will be an advantage
- 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
- Bachelors of Computer Science degree or similar or relevant experience would be highly regarded
- RestAPIs, Javascript or scripting experience would be highly regarded
Originally posted on Himalayas
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