Technical Support Engineer

About the role

You will own the end-to-end resolution of complex technical escalations across the Deputy ecosystem, acting as the definitive expert for highly customised customer environments. You will investigate intricate platform behaviour and diagnose elusive product defects that impact critical workflows for frontline businesses. In this position, you will serve as the primary liaison between Product, Engineering, Customer Success, and Sales to de-risk high-stakes customer situations. You will leverage an AI-native mindset to design creative workarounds and accelerate problem-solving without direct engineering intervention. You will translate ambiguous customer issues into clear technical hypotheses and validation steps to ensure accurate resolution. You will drive operational improvement by identifying recurring failure patterns and proposing scalable fixes to prevent future incidents. You will own the creation of technical enablement content that empowers other support engineers to handle sophisticated queries. You will contribute to the collective knowledge base by documenting novel solutions and sharing insights across the support organization.

Key facts

What you'll do

Investigate multi-layered technical issues by correlating logs, configurations, and user permissions across integrated platforms.

Perform deep system diagnostics to isolate root causes for workflow failures, data inconsistencies, and performance degradation in production environments.

Champion complex customer escalations from initial contact through to final resolution, maintaining strict ownership and communication.

Collaborate with Engineering to reproduce bugs, validate fixes, and verify that product changes do not disrupt existing integrations.

Analyse API behaviors and integration handshakes to troubleshoot connectivity issues between Deputy and third-party workplace tools.

Design and implement temporary or permanent workarounds that minimize business disruption while permanent solutions are developed.

Audit and optimize technical processes to improve first-contact resolution rates and reduce time-to-value for escalated cases.

Partner with Product teams to translate customer pain points into actionable product requirements and success criteria for future development.

Conduct technical training sessions for Customer Success and support peers to elevate the team's capability to handle advanced scenarios.

Document detailed technical procedures, diagnostic checklists, and integration maps to ensure consistency and scalability of support practices.

Lead post-incident reviews to extract learnings, refine runbooks, and improve system resilience over time.

Proactively monitor platform health indicators and emerging integration risks to identify issues before they impact critical customers.

Champion quality assurance by rigorously testing configuration changes, permission sets, and role-based access controls in sandbox environments.

Drive continuous improvement in the support operations by refining escalation paths, communication templates, and knowledge-sharing rituals.

Requirements

You must have the right to work in Australia and be eligible for immediate unrestricted employment in Australia without the need for sponsorship.

You must be located in Sydney, as this is a hybrid role that requires attendance at our Sydney office.

You must have the right to work in Australia and be eligible for immediate unrestricted employment in Australia without the need for sponsorship.

You must be located in Sydney, as this is a hybrid role that requires attendance at our Sydney office.

You must hold a Bachelor's degree or have equivalent practical experience.

You must have a minimum of 5 years of experience in technical support, customer success engineering, or a related technical advisory role.

You must demonstrate advanced proficiency in troubleshooting SaaS platforms, APIs, and integrations.

You must have a strong command of written and verbal communication to articulate technical concepts to both technical and non-technical stakeholders.

You must be comfortable working with large data sets, platform logs, and configuration files to diagnose issues.

You must have a proven track record of managing high-priority escalations in fast-paced, customer-facing environments.

You must be highly organized, with the ability to manage multiple concurrent investigations while maintaining meticulous attention to detail.

You must be comfortable using AI tools and platforms, showing an ability to adapt quickly to new AI-driven workflows in a SaaS environment.

You must have experience collaborating cross-functionally with Engineering, Product, and Sales teams to resolve complex issues.

You must be committed to following security and compliance protocols when handling customer data and platform access.

You must be passionate about process improvement and willing to contribute to documentation, training, and knowledge-sharing initiatives.

Nice to have

Experience with AI tools and automation platforms that can be leveraged to enhance support workflows.

Familiarity with workforce management or scheduling platforms and their unique integration challenges.

Background in handling compliance, payroll, or labor law terminology as it applies to workforce management systems.

Experience contributing to open-source projects or internal tools that involve API integrations.

Practical notes

This role is hybrid and requires attendance at our Sydney office.

Employment in this role is full-time.

This role is not eligible for visa sponsorship.