---
title: 'Technical Support Engineer - Tier 3 at Deputy'
canonical: 'https://feeny.ai/job/technical-support-engineer-tier-3-deputy-sydney-2petzhxkxg6y'
type: 'job'
last_seen: '2026-09-08'
---

# Technical Support Engineer - Tier 3 at Deputy

- **Company:** Deputy
- **Location:** Sydney, Australia
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-30
- **Last confirmed live:** 2026-09-08
- **Apply:** https://jobs.lever.co/deputy/f22f8969-4a6d-44cc-95fb-a2f205264a10

## Job description

Deputy is a global SaaS 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.

We're becoming an AI-native company, a commitment that means you'll be empowered (and expected) to use AI tools and thinking in your day-to-day work. You'll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working.

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

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

Employee Perks

- Enjoy a flexible work policy (with a work-from-home stipend to set you up for success!)
- Own A piece of Deputy via our Employee Share Ownership Plan (ESOP)
- Take paid parental leave to support you and your family
- Stay protected with Group Salary Continuance Insurance
- Access support through our Employee Assistance Program
- Enjoy additional leave days — including  study assistance, celebration days and volunteering
- Join our global working groups focused on collaboration, belonging and connection
- Get creative at our annual Hackathons
- Take advantage of our novated leasing for electric vehicles, internet reimbursement and more!

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.

#LI-Hybrid

## About Deputy

## Company Overview
- **One-liner**: Deputy provides a workforce management platform for employee scheduling, time tracking, tasking, and communication, used by over 355,000 workplaces globally.
- **Entity Type**: Private (Series B funded; backed by OpenView, IVP, Square Peg Capital, and EVP)
- **Headquarters**: Sydney, Australia (with offices in San Francisco, London, and Melbourne)
- **Founded**: 2008
- **Founders**: Ashik Ahmed and Steve (co-founders)

## Core Business
- **Primary industry/industries**: Workforce management, HR technology, employee scheduling, time and attendance.
- **Target customers**: B2B – businesses of all sizes that employ hourly or shift workers, from small businesses to large enterprises.
- **Mission or purpose statement**: “Improving the world of work, one shift at a time.”

## Products & Services
- **[Deputy Workforce Management Platform](https://www.deputy.com)**: A SaaS platform that automates employee scheduling, timesheets, task management, and workplace communication. It also includes payroll integration, labor law compliance, and real-time analytics to help businesses control labor costs and improve efficiency.

## Market Standing
- **Valuation/Market Cap**: Not publicly disclosed.
- **Key Metric**: Annual revenue of **$120M** (per LinkedIn); total funding of **$159.5M** across 4 rounds.
- **Notable Investors/Partners**: OpenView, IVP, Square Peg Capital, EVP.
- **Growth Signals**:
  - Used in **over 100 countries** and **245 different industries**.
  - **355,000+ workplaces** and **1.5 million+ workers** use the platform.
  - **500 million+ shifts** rostered since 2008.
  - Headcount: ~332 employees (LinkedIn, -7.3% YoY) or ~500 employees (Built In). Conflicting reports; growth may be stabilizing.
  - Recognized as **Best Overall Employee Scheduling Software** and **Best Employee Time Tracking App** by Forbes Advisor.

## Competitive Advantages
- **All-in-one platform**: Combines scheduling, timesheets, tasking, and communication in a single solution, reducing the need for multiple tools.
- **Deep compliance expertise**: Helps businesses navigate complex labor laws across multiple jurisdictions, a critical need for hourly workforces.
- **Broad industry adoption**: Serves 245 industries, from hospitality to healthcare, demonstrating strong vertical adaptability.
- **Strong brand and awards**: TrustRadius Top Rated Awards, Forbes Advisor honors, and a decade‑plus of market presence.

## Strategic Focus
- Continuing to expand globally, particularly in the US, UK, and Europe.
- Enhancing product capabilities around payroll, compliance, and employee engagement.
- Building a **remote‑first, hybrid‑friendly** work culture to attract top talent.
- Investing in innovation through annual company‑wide hackathons.

## Why Work Here
- **Culture**: Collaborative, creative, and inclusive. Values diversity, equity, and inclusion, with a focus on “thriving workplaces.”
- **Work policy**: Remote‑first with hybrid options. Employees can work from home or from WeWork offices in Sydney, San Francisco, London, and Melbourne.
- **Perks**:
  - Generous parental leave.
  - Health insurance coverage.
  - Employee stock ownership (own a piece of the company).
  - Annual hackathons to spark innovation.
  - Social events and clubs to build community.
  - Holistic wellness focus.
- **Global team**: Deputies are spread across 9 countries, offering a diverse, international environment.

## Sources
1. [deputy.com/careers](https://www.deputy.com/careers)
2. [jobs.lever.co/deputy](https://jobs.lever.co/deputy)
3. [linkedin.com/company/deputyapp](https://linkedin.com/company/deputyapp)
4. [deputy.com/au/about](https://www.deputy.com/au/about)
5. [builtin.com/company/deputy](https://builtin.com/company/deputy)

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