Technical Support Reliability Engineer IV

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. We've helped millions of workers across industries and aim to empower 80% of the global workforce. If you're passionate about improving the world of work, one shift a time, join us at Deputy and help shape the future of hourly employment!

Here at Deputy, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

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. Accounts of these kinds are the most strategic to Deputy and generally have paid for this level of dedicated Support. 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.

Escalation Responsibilities: When all efforts to resolve an issue have been exhausted and progress towards a resolution have stalled, to work directly with the Product/Engineering team SRE must:

• consult their peers and/or team and be the SME on the issue
• Partner with other roles to be SME for escalation
• Provide possible solutions during escalations for bespoke installations and environments.
• Be the conduit between the Customer, Customer Success team and Engineering team for the bespoke and strategic customer

Key Skills

• 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