Technical Support Engineer - Tier 3

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.

As a Technical Support Engineer, you will act as the final escalation point for complex customer issues, providing deep technical investigation and troubleshooting for highly customised customer environments. You will be responsible for analysing platform behaviour, identifying product defects, supporting integrations, and collaborating 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 optimisation, and knowledge sharing across the support organisation.

Responsibilities

• Provide advanced technical support for the Deputy ecosystem and related integrations
• Troubleshoot and resolve complex technical issues across APIs, integrations, workflows, and customised 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 behaviour
• Identify recurring technical issues and contribute to continuous improvement initiatives, tooling, automation, and process optimisation
• 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

Skills & Experience

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