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OverviewDeputy is a global SaaS workforce management company with hubs in Sydney, Melbourne, San Francisco and London, plus team members working remotely across the United States. Our platform serves over 1.5 million workers and 375,000 workplaces across 100+ countries. We are backed by top global investors and recently achieved Unicorn status.At Deputy, were improving the world of work, one shift at a time, for 80% of the worlds workforce: hourly workers. These are the dedicated employees who keep our world running from baristas to nurses, cleaners to delivery drivers, florists to factory workers. Despite their vital role in society, most workplace technology has focused on those workers who sit behind a desk, but at Deputy, we transform the frontline. When businesses use Deputy, their workplaces thrive the business is more profitable, compliant, and productive, while the workers are more engaged and happier at work.Were becoming an AI-native company, a commitment that means you''ll be empowered (and expected) to use AI tools and thinking in your day-to-day work. You''ll have the training, support, and freedom to use AI responsibly and creatively to spark ideas, solve problems faster, and unlock new ways of working.If youre passionate about creating solutions that put people first and helping businesses and their teams thrive, join us at Deputy and make an impact where it matters most!ResponsibilitiesOwn technical relationships for a portfolio of Tier 3 customers or support a Tier 2 customer, ensuring strong adoption and timely resolution of technical issuesAct as a key technical point of contact, clearly communicating solutions and concepts to both technical and non-technical stakeholdersPartner cross-functionally with Support, Engineering, and Professional Services to troubleshoot and resolve complex issuesProactively identify risks and opportunities within customer accounts, driving improvements in product usage and overall healthDevelop and maintain standardised TAM playbooks and frameworks (e.g. onboarding, escalations, integrations, health checks)Identify repeatable challenges and translate them into scalable processes, documentation, and self-service resourcesContribute to continuous improvement of TAM workflows, tools, and operational processes to increase team efficiencySupport knowledge sharing and enablement across Customer Success and Support teams, including documentation and internal resourceSkills & Experience2+ years experience in a technical support, TAM, or similar customer-facing technical roleStrong troubleshooting and problem-solving skills within SaaS or software environmentsExcellent communication skills, with the ability to explain technical concepts clearly to varied audiencesAbility to manage priorities, work cross-functionally, and operate effectively in a fast-paced environmentProactive, solutions-oriented mindset with a focus on continuous improvement and scalable outcomeExperience working with APIs, integrations, or technical implementations is a plusProficiency in Google Sheets (including formulas) for analysis or reportingDemonstrated technical curiosity and mindset, with a willingness to learn and adapt quicklyKey ObjectivesDeliver strong technical outcomes for a defined portfolio of customers or scoped accountsDrive customer adoption, health, and resolution of technical challengesImprove TAM team efficiency through development of reusable frameworks, playbooks, and documentationEnable consistent, high-quality technical engagement across the TAM functionContribute to scalable solutions that reduce reactive workload and support long-term growthEmployee PerksEnjoy a flexible work policy (with a work-from-home stipend to set you up for success!)Own A piece of Deputy via our Employee Share Ownership Plan (ESOP)Take paid parental leave to support you and your familyStay protected with Group Salary Continuance InsuranceAccess support through our Employee Assistance ProgramEnjoy additional leave days including study assistance, celebration days and volunteeringJoin our global working groups focused on collaboration, belonging and connectionGet creative at our annual HackathonsTake advantage of our novated leasing for electric vehicles, internet reimbursement and more!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. #J-18808-Ljbffr