Technical Support Engineer - Tier 3
Core
Final escalation point for complex customer issues, providing deep technical investigation and troubleshooting for highly customized environments.
Role type
Senior IC Technical Support Engineer (Tier 3)
Builds
Deputy ecosystem and related integrations
Domain
SaaS workforce management
Deliverable
client delivery
Required skills
REST APIs, JSON, JavaScript, log analysis, API troubleshooting, root cause identification, cross-functional collaboration
Preferred skills
process improvement, technical enablement, operational scalability
Technologies
Deputy platform, APIs, integrations, web technologies
Responsibilities
Troubleshoot and resolve complex technical issues across APIs, integrations, workflows, and customised customer configurations; 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; Mentor and support junior Technical Support Engineers through knowledge sharing, training and technical guidance; Participate in incident response, escalation management, and cross-functional communication during critical customer-impacting events
Seniority
Senior, hands-on IC