Technical Support Engineer III

Deputy; United States; Remote; USD 77,000 - 100,000; Full time

Job summary

Deputy seeks a Tier II Engineer to manage and resolve diverse technical issues for their SaaS platform. This position involves independent problem-solving, documentation, and collaboration with the engineering team to ensure client satisfaction. The ideal candidate will have strong experience in scripting and API knowledge.

Benefits

Ownership in the company via Share Options

Company match 401k plan

Comprehensive health benefits

Commuter reimbursement program

Flexible remote-first work policy

Company wide development and coaching

Qualifications

• Minimum 3-4 years of experience in a similar role.
• Ability to create basic scripts in JavaScript, Python, etc.
• Experience handling escalations and customer interactions.

Responsibilities

• Independently resolve tickets requiring analysis and problem-solving.
• Escalate unresolved issues to Tier III or Product/Engineering team.
• Document account information and steps taken to resolve issues.

Skills

Advanced API knowledge

Scripting languages

Empathy and understanding

Time management

Multitasking under pressure

Job description

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!

The Role

Works on a diverse scope of problems, where each issue requires individual analysis of information provided within the tickets, which requires detailed problem techniques to solve. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgement, and interpretation to select the right course of action. Work is done independently and is reviewed at critical points. Whenever possible, the Tier II Engineer will own each issue to resolution. When necessary, the Tier II Engineer will escalate to either Tier III or to the Product/Engineering team.

Responsibilities

• When all efforts to resolve an issue have been exhausted and progress towards a resolution have stalled, to escalate the Product/Engineering team, Engineer must:
• Consult their peers and/or team SME on the issueIssue must be clearly defined including steps/actions taken up to this point
• Relevant account information (business name, name of contact, etc.) should be clearly documented
• Where appropriate, replication of the issue has been completed and documented

Qualifications & Requirements

• Minimum of 3-4 years of experience
• Advanced API knowledge
• Scripting languages (JavaScript, Python, etc.) Ability to create basic scripts to analyse data from within the application and report back to customers with detailed explanations.
• Escalation responsibilities include first responding to customers and bringing in more experienced engineers when appropriate
• Ability to interpret, develop, and execute scripts of varying complexity under pressure and for quick response
• Ability to prioritise, manage time effectively and multitask with added pressure of time sensitive escalations
• Empathy and understanding based on experience.

$77,600 - $99,900 a year

The salary range for this position takes into account multiple factors that are all considered to determine an individual candidate’s starting pay. These factors include but are not limited to: market factors, experience, technical and non-technical skills, education, certifications, and other business acumen. This range does not include any potential incentive programs, such as individual or organizational performance bonuses.

Employee Perks

- Ownership in the company via Share Options

- Company match 401k plan

- Comprehensive health benefits

- Commuter reimbursement program

- Flexible remote-first work policy

- Company wide development and coaching

Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.

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