{"id":116291,"url":"https://alion.io/job/deputy-technical-support-engineer-tier-3-2","title":"Technical Support Engineer - Tier 3","company":{"id":1988,"name":"Deputy","domain":"deputy.com","url":"https://alion.io/company/deputy","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Lever","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":53000,"max_usd":139000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"JavaScript","optional":false},{"name":"Rest API","optional":false},{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-07-30T06:17:56Z","employer_posted_date":"2026-07-30","last_verified_at":"2026-10-18T06:51:15Z","board_verified":true,"closed_at":null,"days_open":80,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":80},"description":"The Role\nAs 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.\nAs 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.\nThis 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.\nResponsibilities\nProvide advanced technical support for the Deputy ecosystem and related integrations\nTroubleshoot and resolve complex technical issues across APIs, integrations, workflows, and customised customer configurations\nTake ownership of escalated customer issues from investigation through to resolution\nPerform technical analysis including log review, API troubleshooting, data validation, and root cause identification\nCollaborate closely with Product and Engineering teams to investigate product defects and platform behaviour\nIdentify recurring technical issues and contribute to continuous improvement initiatives, tooling, automation, and process optimisation\nSupport strategic enterprise customers requiring high-touch technical engagement\nMaintain clear and accurate technical documentation within tickets, internal knowledge bases, and escalation processes\nMentor and support junior Technical Support Engineers through knowledge sharing, training and technical guidance\nContribute to operational goals including SLA attainment, backlog reduction, quality, and customer satisfaction metrics\nParticipate in incident response, escalation management, and cross-functional communication during critical customer-impacting events\nDevelop and maintain strong technical knowledge of Deputy products, integrations, infrastructure, and platform capabilities\nSkills & Experience\n5+ years of experience supporting SaaS platforms in a technical support environment\nStrong troubleshooting and debugging skills across APIs, integrations, web technologies, and SaaS platforms\nExperience working with REST APIs, JSON, JavaScript\nExperience investigating technical issues using logs or browser developer tools\nAbility to manage complex escalations and communicate effectively with both technical and non-technical stakeholders\nExcellent written and verbal communication skills\nStrong analytical and problem-solving capabilities\nSelf-starter with the ability to learn new technologies quickly and operate independently\nCollaborative team player with experience working cross-functionally with Engineering, Product and Customer Success teams\nAbility to prioritise effectively, manage competing priorities, and work in a fast-paced environment\nExperience contributing to process improvement, technical enablement, or operational scalability initiatives is highly regarded\nBachelor’s degree in Computer Science, Information Technology, or equivalent practical experience preferred","description_format":"text","description_chars":3389,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"Australia","iso":"AU","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Human Resources","Payroll Services","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-07-30T06:17:56Z"}],"visa":[],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.722,"p_room":0.44,"age_days":78,"expected_fill_days":55,"reasons":["conf:0","urgency","win:tail","crowd:"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/deputy-technical-support-engineer-tier-3-2","json_url":"https://alion.io/job/deputy-technical-support-engineer-tier-3-2.json","meta":{"generated_at":"2026-10-18T08:21:30Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12558,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1988},"rest":"https://alion.io/mcp/rest/get_company?id=1988"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fdeputy-technical-support-engineer-tier-3-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fdeputy-technical-support-engineer-tier-3-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fdeputy-technical-support-engineer-tier-3-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/deputy-technical-support-engineer-tier-3-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fdeputy-technical-support-engineer-tier-3-2"}]}