Technical Support Engineer - Tier 2

Deputy

San Francisco, CA, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 06/02/2021
  • Website: deputy.com
  • Company Address: 35 Richards Avenue, Surry Hills, 2010

About Deputy

Deputy is the ultimate, all-in-one workforce management solution that simplifies employee scheduling, timesheets, tasking, and communication.

Job Description

At Deputy we’re on a mission to change the way the world works & we are looking for fantastic people to help us do that. Our mission is to simplify shift work, with a future state vision to enable thriving workplaces in every community.
 
Deputy is a SaaS Workforce Management Product company. HQ'd in Sydney (AU), with offices in London (UK), Atlanta and San Francisco (USA). We’ve helped hundreds of thousands of people across all industries in 70+ countries save time and money managing their hourly workforce so they can focus on what they do best, and be amazing.
 
Currently, our employees are predominately working from home and this role will also be remote for the time being. We anticipate employees will be returning to the office, in a flexible capacity, during 2021 as appropriate & when it is safe to do so.
 
THE ROLE
 
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 second level technical support to Deputy’s customer base.
 
As a Tier 2 Engineer and the first escalated contact for Customer queries, you support the Deputy ecosystem as well as the related Integrations that work with it. You will work hand in hand with the different Support teams as well as the established Tier II team. 
 
This role is frontend user support with the opportunity to learn backend systems, and expand long term into a Tier 3 Support Engineer.

RESPONSIBILITIES

    • Provide level two technical support for Deputy ecosystem and related integrations;
    • Triage technical issues, resolve problems independently and escalate where appropriately; 
    • Taking ownership of customer technical issues, including initial 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.
    • Identify and submit issues for advancement to the Engineering team.
    • Document actions in tickets to effectively communicate information internally and to customers.

SKILLS & EXPERIENCE

    • 1-2+ years of experience in supporting SaaS solutions for international customers
    • BSc Degree or equivalent skill experience
    • Excellent communication skills and the ability to work in a fast-paced, team environment
    • Experience in a cloud environment - an advantage
    • Very customer-oriented and friendly - drive to achieve a satisfied customer, not just a technical resolution
    • Self-starter, able to learn new technologies "on the fly"
    • Collaborative team player
    • Ability to prioritise, manage time effectively and multitask
PERKS
 
-WeWork offices in San Francisco, CA & Atlanta, GA
-Employee Stock Ownership
-Competitive Compensation Packages
-Annual Development Budget
-Fully Paid Health benefits (for individuals)
-Company outings
-Hackathons
-Commuter Reimbursement Program
-Flexible Work Schedule
 
 
WHY JOIN DEPUTY?
 
Check out why our customers love us GetApp and G2Crowd.
 
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. 


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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.