Technical Support Engineer - Tier Iii

At Deputy we’re on a mission to change the way the world works and we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with our longer term vision to enable thriving workplaces in every community.

Deputy is a SaaS workforce management company designed to simplify employee scheduling, time and attendance tracking, and task management for businesses. We are headquartered in Sydney (AU) and San Francisco (USA), with offices in Melbourne (AU), and London (UK). We’ve helped employers across all industries in 70+ countries optimize their workforce and improve operational efficiency. As a fast-growing tech company, Deputy offers an exciting and dynamic work environment with opportunities for career growth and development.

This is a remote role (working from home), so we are totally happy for you to be based anywhere in the West Coast US timezone.

You do not need to match every listed expectation to apply for this position. Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

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 Technical support to Deputy’s customer base.

As the highest level of technical support, you will be the go-to resource for any technical questions regarding the Deputy product and have a passion for customer service support.

This role is mixture of frontend user support requiring understanding of backend systems, custom configurations, integrations and script development.

RESPONSIBILITIES

• Provide clear and detailed information to clients on product feature functionality, both written and verbal.
• Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries.
• Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals.
• Work directly with Engineering and Product teams to resolve customer issues
• Communicating client perspective to Product and Development teams for feature improvements/fixes.
• Troubleshoot issues escalated by first and second level support, this may include outbound contact with clients for additional information and resolution.
• Work with various scripts to retrieve or update customer data
• Taking ownership of customer technical issues, further troubleshooting, identification of root causes, and issue resolution and communication.
• Assist customers with issues not limited to, custom setups, 3rd party integrations, Sales data, configuration.
• Document actions in tickets to effectively communicate information internally and to customers.

SKILLS & EXPERIENCE

• RestAPIs, Javascript or scripting experience
• Self-starter, able to learn new technologies "on the fly"
• BSc Degree or equivalent skill experience
• Great listener and communicator
• Experience in supporting SaaS solutions for international customers
• Attention to detail and passionate about solving client queries
• At least 3-4 years' in a Customer Service or software support role
• Ability to prioritise, manage time effectively and multitask
• Collaborative team player

The pay 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.

For candidates based in the San Francisco Bay Area or New York City, the pay range for this position is $89,000 - $102,000.

For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $76,000 - $87,000.

PERKS

WHY JOIN DEPUTY?

Deputy bring in $81M series B

No. 5 on Forbes Cloud 100 for 2018: Rising stars

Why IVP invested in Deputy

Check out why our customers love us GetApp and G2Crowd.

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.

Interested? Apply now

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