Technical Support Engineer II | Deputy | Remote (United States)
Posted 2025-08-23
Remote, USA
Full Time
Immediate Start
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">At Deputy, we empower businesses to build thriving workplaces – ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We’ve helped millions of workers across industries and aim to empower 80% of the global workforce. If you’re passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">The Role</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a Tier II 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">This role is frontend user support with the opportunity to learn backend systems, and expand long term into a Tier III Support Engineer.</p>
<h3 class=" text-white font-semibold text-lg mb-2">Responsibilities</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide level two technical support for Deputy ecosystem and related integrations;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Triage technical issues, resolve problems independently and escalate where appropriately;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Taking ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify and submit issues for advancement to the Engineering team.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Document actions in tickets to effectively communicate information internally and to customers.</span></li>
</ul>
<h3 class=" text-white font-semibold text-lg mb-2">Skills</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">2+ years of experience in supporting SaaS solutions for international customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">RestAPIs, Javascript or scripting experience</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">BSc Degree or equivalent skill experience</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent communication skills and the ability to work in a fast-paced, team environment</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience in a cloud environment – an advantage</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Very customer-oriented and friendly – drive to achieve a satisfied customer, not just a technical resolution</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Self-starter, able to learn new technologies “on the fly”</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Collaborative team player</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to prioritize, manage time effectively and multitask</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">$63,000 – $72,000 a year</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The compensation range for this role is $63,000 – $72,000.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Employee Perks</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Ownership in the company via Share Options</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Company match 401k plan</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Comprehensive health benefits</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Commuter reimbursement program</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Flexible remote-first work policy</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Company wide development and coaching</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">#LI-Remote</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. We’ve helped millions of workers across industries and aim to empower 80% of the global workforce. If you’re passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">The Role</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">As a Tier II 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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">This role is frontend user support with the opportunity to learn backend systems, and expand long term into a Tier III Support Engineer.</p>
<h3 class=" text-white font-semibold text-lg mb-2">Responsibilities</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide level two technical support for Deputy ecosystem and related integrations;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Triage technical issues, resolve problems independently and escalate where appropriately;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Taking ownership of customer technical issues, including initial troubleshooting, identification of root causes, and issue resolution and communication;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals;</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Identify and submit issues for advancement to the Engineering team.</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Document actions in tickets to effectively communicate information internally and to customers.</span></li>
</ul>
<h3 class=" text-white font-semibold text-lg mb-2">Skills</h3>
<ul class=" text-base sm:text-lg marker:text-color list-inside list-disc text-gray-500 list-disc list-outside pl-3 mb-6">
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">2+ years of experience in supporting SaaS solutions for international customers</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">RestAPIs, Javascript or scripting experience</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">BSc Degree or equivalent skill experience</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Excellent communication skills and the ability to work in a fast-paced, team environment</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Experience in a cloud environment – an advantage</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Very customer-oriented and friendly – drive to achieve a satisfied customer, not just a technical resolution</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Self-starter, able to learn new technologies “on the fly”</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Collaborative team player</span></li>
<li class=" leading-snug mb-2 pl-2"><span class="text-gray-200">Ability to prioritize, manage time effectively and multitask</span></li>
</ul>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">$63,000 – $72,000 a year</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">The compensation range for this role is $63,000 – $72,000.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3"><strong class=" font-semibold">Employee Perks</strong></p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Ownership in the company via Share Options</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Company match 401k plan</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Comprehensive health benefits</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Commuter reimbursement program</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Flexible remote-first work policy</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">– Company wide development and coaching</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">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.</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">#LI-Remote</p>
<p class=" text-gray-200 text-base sm:text-lg leading-relaxed mb-3">