Technical Support Engineer, Deputy
$76-102k
Salary dependent on location
More information about location
Shift workforce management solution
Job no longer available
Shift workforce management solution
201-500 employees
Job no longer available
$76-102k
Salary dependent on location
More information about location
201-500 employees
Company mission
Deputy's mission is to streamline employee admin, so you and your team can focus on what matters.
Role
Who you are
- Experience in supporting SaaS solutions for international customers
- RestAPIs, Javascript or scripting experience
- BSc Degree or equivalent skill experience
- At least 3-4 years' in a Customer Service or software support role
- Great listener and communicator
- Attention to detail and passionate about solving client queries
- Self-starter, able to learn new technologies "on the fly"
- Collaborative team player
- Ability to prioritise, manage time effectively and multitask
What the job involves
- 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
- Troubleshoot issues escalated by first and second level support, this may include outbound contact with clients for additional information and resolution
- Provide clear and detailed information to clients on product feature functionality, both written and verbal
- Communicating client perspective to Product and Development teams for feature improvements/fixes
- Assist customers with issues not limited to, custom setups, 3rd party integrations, Sales data, configuration
- 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
- Achieve and maintain targeted case statistics such as number of cases closed or issues resolved, along with other established goals
- Provide professional-level conversations with customers to gather information, troubleshoot, and resolve their technical inquiries
- Work directly with Engineering and Product teams to resolve customer issues
- Document actions in tickets to effectively communicate information internally and to customers
Our take
Deputy’s scheduling, timesheet and time clock software allows businesses to more easily manage shift and contract workers. In the last few years, it’s become one of the biggest names in its market, having been founded in Sydney back in 2008.
This hypergrowth began after a USD $81 million injection in 2018 - the largest Australian Series B at the time - followed by a doubling in size within a year. It is now operating out of offices in the UK and US, as well as at home in Australia.
Deputy has helped over 330,000 businesses worldwide across 100 countries, with clients including Amazon, Google, and Uber and saw a rise of 7000 new customers in 2022. The company is focused on investing in its engineering and product to ensure it stays ahead in the market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Mar 2024
$37m
GROWTH EQUITY VC
Nov 2018
$81m
SERIES B
Total funding: $143m
Company benefits
- Flexible working policy
- Paid Parental leave
- Competitive Holiday allowance including Celebration Days
- Employee stock ownership from Day 1
- Global focus on holistic wellness
- DEI Hackathons
- Company wellness days
- Social events and clubs
- Pension matching on base and commission!
Company HQ
London, UK
Leadership
Ashik Ahmed
(Boardmember)Founded Deputy in 2008, Former Systems Engineer at Aero-Care Flight Support Pty LTD.
Steve Shelley
(Chairman)Previous Founder & Managing Director of Aero-Care Pty Limited for 18 years, before co-founding Deputy.
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