Technical Support Engineer - Tier 3

Deputy Systems Inc.

Job Overview

Location

Sydney

Job Type

Full-time

Full Job Description

📋 Description

• Serve as the final escalation point for complex technical issues within the Deputy SaaS platform, resolving high-priority customer escalations with deep technical investigation and troubleshooting.
• Diagnose and resolve issues in highly customized customer environments, including integrations with third-party systems and platform-specific configurations.
• Analyze platform behavior, logs, and system data to identify root causes of defects, performance bottlenecks, and integration failures.
• Collaborate cross-functionally with Product, Engineering, Customer Success, and Sales teams to drive resolution of critical customer issues and ensure seamless outcomes.
• Document technical findings, solutions, and workarounds to enhance internal knowledge bases and improve team-wide technical enablement.
• Contribute to operational improvement initiatives by identifying inefficiencies in support processes and proposing scalable solutions for automation and optimization.
• Provide technical guidance and mentorship to Tier 1 and Tier 2 support engineers to elevate the overall quality and speed of issue resolution.
• Actively use AI tools and thinking as part of daily workflows to accelerate problem-solving, generate insights, and unlock new approaches to technical support.
• Maintain deep familiarity with Deputy’s full product ecosystem, including its core workforce management features and all supported integrations.
• Translate complex technical issues into clear, actionable feedback for Product and Engineering teams to inform product improvements and bug prioritization.
• Ensure all customer interactions reflect a customer-first mindset, balancing technical rigor with empathy and clear communication.
• Participate in on-call rotations to respond to critical outages or system-wide incidents, ensuring minimal disruption to global customers.
• Stay current with platform updates, release notes, and integration changes to maintain accurate and up-to-date technical knowledge.
• Support compliance and security requirements by adhering to data handling protocols and ensuring customer information is managed securely.
• Contribute to the development of technical training materials and internal documentation to strengthen the support organization’s capabilities.
• Work within a global, distributed team environment, coordinating across time zones to support customers in over 100 countries.

🎯 Requirements

• Proven experience in Tier 3 technical support or similar advanced technical support roles within a SaaS environment
• Strong ability to troubleshoot complex software issues, including API integrations, authentication flows, and system-level errors
• Experience working with cloud-based platforms, REST APIs, and log analysis tools
• Demonstrated ability to collaborate effectively with Engineering and Product teams to resolve systemic issues
• Proficiency in using AI tools responsibly and effectively to enhance technical problem-solving
• Excellent communication skills with the ability to explain technical concepts to both technical and non-technical stakeholders

🏖️ Benefits

• Opportunity to work at a recently achieved Unicorn SaaS company serving over 1.5 million workers globally
• Empowerment to use AI tools creatively and responsibly in daily work with dedicated training and support
• Exposure to a global customer base across 100+ countries and diverse workplace environments
• Collaborative culture focused on improving the lives of frontline workers and transforming workforce management

Skills & Technologies

Apache Spark

Remote

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Deputy Systems Inc.

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About Deputy Systems Inc.

Deputy provides cloud-based workforce management software that enables businesses to schedule shifts, track time and attendance, manage leave, and communicate with teams. The platform offers mobile apps for employees and managers, integrates with payroll and POS systems, and serves retail, hospitality, healthcare, and other industries requiring flexible staffing solutions.

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