Technical Support Reliability Engineer - IV

October 22

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Deputy

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Intelligent Scheduling • Accountability • Attendance • Integration with Payroll • Compliance

201 - 500

Description

• At Deputy, we empower businesses to build thriving workplaces - ones where staff are engaged, customers are served well, businesses are legally compliant, and companies’ profits thrive. • Our reach extends across 100+ countries worldwide, serving more than 330,000 workplaces. • Deputy is a global SaaS workforce management company headquartered in Sydney, San Francisco, and London, backed by top investors and recently surpassed $100m in annual recurring revenue. • The Role: Support Reliability Engineers are usually assigned to specific accounts and are expected to be the bridge between Implementation Engineers pre and post implementation of an account. • Every issue that will be seen is unique and won’t have been seen before. • The Engineer will have to use sophisticated analytical and problem-solving techniques to identify the root cause. • Resolves and assesses a wide range of issues in creative ways and suggests variations in approach. • Issues handled generally affect 1000s of users on the Platform and require bespoke resolutions. • Day to Day responsibilities: Works on significant and unique issues where analysis of situations or data requires an evaluation of intangible systems and environments. • Requires conceptual thinking to understand advanced issues and implications. Exercises independent judgement in methods, techniques and evaluation criteria for obtaining results for majority of issues. • Works hand in hand with the Implementation Engineers and Product Engineers to resolve issues first hand. • Produce the code changes required for the fix or suggest complex code under the review of Product Engineers.

Requirements

• Expert API knowledge • Ability to interpret, develop, and execute various scripts of all complexities • Likely to be called directly by the Customer Success and Technical Account team to work with a customer to solve, diagnose and escalate complex issues in real time. • Empathy both through understanding, experience and direct work with the customer • Customers should feel they’re talking to an expert about their account in Support

Benefits

• Ownership in the company via Share Options • Company match 401k plan • Comprehensive health benefits • Commuter reimbursement program • Flexible remote-first work policy • Company wide development and coaching