Offer summary

Qualifications:

3-4 years of technical support experience., Advanced knowledge of APIs., Proficiency in scripting languages like JavaScript or Python., Ability to analyze data and create scripts for troubleshooting..

Key responsibilities:

Resolve diverse technical issues independently or escalate when necessary.

Document and define issues clearly, including steps taken.

Respond to customer inquiries promptly and effectively.

Collaborate with team members and escalate to engineering teams when needed.

Job description

Deputy is a global SaaS remotefirst 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. These are the dedicated employees who keep our world running – from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive – the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.

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!

The Role

Works on a diverse scope of problems, where each issue requires individual analysis of information provided within the tickets, which requires detailed problem techniques to solve. Devises solutions based on limited information and precedent and adapts existing approaches to resolve issues. Uses evaluation, judgement, and interpretation to select the right course of action. Work is done independently and is reviewed at critical points. Whenever possible, the Tier II Engineer will own each issue to resolution. When necessary, the Tier II Engineer will escalate to either Tier III or to the ProductEngineering team.

Responsibilities When all efforts to resolve an issue have been exhausted and progress towards a resolution have stalled, to escalate the ProductEngineering team, Engineer must:
Consult their peers andor team SME on the issueIssue must be clearly defined including stepsactions taken up to this point
Relevant account information (business name, name of contact, etc.) should be clearly documented
Where appropriate, replication of the issue has been completed and documented

Qualifications & Requirements
Minimum of 34 years of experience
Advanced API knowledge
Scripting languages (JavaScript, Python, etc.) Ability to create basic scripts to analyse data from within the application and report back to customers with detailed explanations
Escalation responsibilities include first responding to customers and bringing in more experienced engineers when appropriate
Ability to interpret, develop, and execute scripts of varying complexity under pressure and for quick response
Ability to prioritise, manage time effectively and multitask with added pressure of time sensitive escalations
Empathy and understanding based on experience
Employee Perks

Enjoy a flexible and hybrid work policy, with a dedicated office 1 minute walk from Farringdon Station
Own a piece of Deputy through our Employee Share Ownership Plan (ESOP)
Work from home stipend to help you get set up and succeed from home
Benefit from our employee pension matching programme
Access private health and dental insurance
Take paid parental leave to support you and your family
Enjoy additional leave days — including study assistance, celebration days and volunteering
25 days’ holiday plus bank holidays
Feel secure with our income protection scheme for longterm absence due to illness or injury
Get involved with our global working groups; designed for collaboration, belonging and connection
Connect over weekly office lunches, social gatherings and industry events

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.
#LIHybrid