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
The pay range for this position takes into account multiple factors that are all considered to determine an individual candidate’s starting pay. These factors include but are not limited to: market factors, experience, technical and non-technical skills, education, certifications, and other business acumen. This range does not include any potential incentive programs, such as individual or organizational performance bonuses.
For candidates based in the San Francisco Bay Area or New York City, the pay range for this position is $ 125,000 - $133,920.
For candidates based outside San Francisco Bay Area or New York City, the pay range for this position is $109,000 - $116,250.
Employee Perks
- 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
Deputy believes in equal opportunity and that inclusiveness and diversity promotes innovation. Our global team members are from a variety of cultures. And we welcome different perspective and skills.
#LI-Remote
What We Do
Deputy is the ultimate, all-in-one workforce management solution that simplifies employee scheduling, timesheets, tasking, and communication.
At Deputy we’re on a mission to change the way the world works. Since 2008 over 100 million shifts have been rostered on Deputy, in over 100 countries, and across 245 different industries. We were #21 in Deloitte’s Fastest Growing Tech Startups, winner of Westpac’s Innovative Business of Tomorrow 2018, and #5 in Forbes’ Cloud 100 2018. And we’re only just getting started.
We’re making it easier for businesses and teams to roster staff, manage leave, complete payroll and take the admin out of work so that our customers can focus on doing what they love.
As a result, we are looking for the best talent to help us achieve our mission to get every shift around the world rostered in Deputy!
Why Work With Us
Collaboration and creativity are the basis of Deputy's culture. We have welcoming environments where new ideas are encouraged, differences are embraced, and brilliant teamwork that creates amazing results for our customers. We own our results, celebrate the wins, and are constantly improving.
Deputy Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Our workplace Hybrid policy allows for employee flexibility. Deputies are able to choose when to work from home and when to work from our WeWork offices. We also have a number of Deputies in remote locations across the US.
