Technical Support Engineer - Tier 3

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