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About the Role

As part of the Technical Support team, you will work closely with Product, Engineering, Customer Success, and Sales teams to provide advanced technical support across the Deputy ecosystem and related integrations. You will act as the final escalation point for complex customer issues, providing deep technical investigation and troubleshooting for highly customized customer environments. You will analyze platform behavior, identify product defects, support integrations, and collaborate cross-functionally to drive customer outcomes. This role requires strong technical problem-solving skills, the ability to manage high-priority escalations, and a customer-first mindset. You will also contribute to operational improvement initiatives, technical enablement, process optimization, and knowledge sharing across the support organization.

Responsibilities

Provide advanced technical support for the Deputy ecosystem and related integrations
Troubleshoot and resolve complex technical issues across APIs, integrations, workflows, and customized customer configurations
Take ownership of escalated customer issues from investigation through to resolution
Perform technical analysis including log review, API troubleshooting, data validation, and root cause identification
Collaborate closely with Product and Engineering teams to investigate product defects and platform behavior
Identify recurring technical issues and contribute to continuous improvement initiatives, tooling, automation, and process optimization
Support strategic enterprise customers requiring high-touch technical engagement
Maintain clear and accurate technical documentation within tickets, internal knowledge bases, and escalation processes
Mentor and support junior Technical Support Engineers through knowledge sharing, training and technical guidance
Contribute to operational goals including SLA attainment, backlog reduction, quality, and customer satisfaction metrics
Participate in incident response, escalation management, and cross-functional communication during critical customer-impacting events
Develop and maintain strong technical knowledge of Deputy products, integrations, infrastructure, and platform capabilities

Requirements

5+ years of experience supporting SaaS platforms in a technical support environment
Strong troubleshooting and debugging skills across APIs, integrations, web technologies, and SaaS platforms
Experience working with REST APIs, JSON, JavaScript
Experience investigating technical issues using logs or browser developer tools
Ability to manage complex escalations and communicate effectively with both technical and non-technical stakeholders
Excellent written and verbal communication skills
Strong analytical and problem-solving capabilities
Self-starter with the ability to learn new technologies quickly and operate independently
Collaborative team player with experience working cross-functionally with Engineering, Product and Customer Success teams
Ability to prioritise effectively, manage competing priorities, and work in a fast-paced environment
Experience contributing to process improvement, technical enablement, or operational scalability initiatives is highly regarded

Skills

REST APIs
JSON
JavaScript
API troubleshooting
Log review
Data validation
Root cause identification
Technical documentation
SaaS platforms

Location

United States

Work Type

Remote
Hybrid

Experience Level

5+ years of experience supporting SaaS platforms

Education Level

Bachelor’s degree in Computer Science, Information Technology, or equivalent practical experience

Benefits

Flexible work policy
Work-from-home stipend
Employee Share Ownership Plan (ESOP)
Paid parental leave
Group Salary Continuance Insurance
Employee Assistance Program
Additional leave days (study assistance, celebration days, volunteering)
Global working groups
Annual Hackathons
Novated leasing for electric vehicles
Internet reimbursement

About the Company

Deputy is a global SaaS 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.
We're becoming an AI-native company, a commitment that means you'll be empowered (and expected) to use AI tools and thinking in your day-to-day work.
You'll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working.
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!

Equal Opportunity

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.