Technical Support Engineer - Tier 3
Hybrid · London, England, United Kingdom or San Francisco, California, United States
Job Summary
Technical Support Engineer (Tier 3) at Deputy. Responsible for advanced technical support across the Deputy ecosystem and integrations, acting as final escalation for complex customer issues, performing deep technical investigations, troubleshooting APIs/integrations/configurations, and collaborating with Product and Engineering to identify defects. Emphasizes log review, data validation, root cause analysis, technical documentation, knowledge sharing, mentorship of junior engineers, and contributing to SLA attainment, backlog reduction, and customer satisfaction. Requires strong problem-solving, ability to manage high-priority escalations, and excellent written/verbal communication; 5+ years of SaaS tech-support experience and a bachelor’s degree preferred.
Required Qualifications
- 5+ years experience supporting SaaS platforms in a technical support environment
- Experience with REST APIs, JSON, JavaScript
- Bachelor's degree in Computer Science, Information Technology, or equivalent practical experience preferred
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