Deel is looking for a Technical Support Specialist | APAC to serve as the crucial bridge between our frontline teams and engineering. In this role, you'll ensure customer satisfaction by resolving complex technical challenges and refining our escalation processes.
What You'll Do
- Efficiently work through tickets and escalations via Jira and Slack.
- Diagnose, troubleshoot, and resolve complex technical issues.
- Provide clear, concise, and actionable updates to internal teams about technical problems.
- Work closely with product, engineering, and other global teams to resolve escalations.
- Specialize in different business areas like Payroll and become a subject matter expert.
- Help refine processes to enhance operational efficiency and reduce repetitive escalations.
- Create and maintain knowledge base articles to empower frontline teams.
- Continually learn the Deel platform, keeping up to date with product features and changes.
- Achieve and exceed multiple performance-related targets.
- Participate in ongoing product training and process improvement initiatives.
What We're Looking For
- 3+ years of experience diagnosing and troubleshooting technical issues in a startup or fast-paced environment.
- 1+ year of experience in Customer Support roles.
- Fluent in both written and verbal English.
- Strong analytical skills, attention to detail, and a proven track record of resolving technical issues.
- Experience using SQL, RESTful APIs and debugging tools (e.g., Postman, Chrome DevTools).
- Basic scripting knowledge (e.g., Python, Node.js) and ability to read and understand code.
- Proficiency in analyzing application logs using monitoring tools (e.g., Datadog, Splunk, New Relic).
- Familiarity with ticketing systems (e.g., Zendesk, Jira) for issue tracking.
- Ability to explain technical concepts in simple terms to non-technical stakeholders.
- Use initiative in identifying trends and/or process improvements.
- Have previously embraced remote work, capable of working independently and self-motivated.
- Must be based within the APAC region.
Technical Stack
- SQL, RESTful APIs
- Postman, Chrome DevTools
- Python, Node.js
- Datadog, Splunk, New Relic
- Zendesk, Jira
Team & Environment
You will act as the bridge between frontline teams and engineering, collaborating with product, engineering, and other global teams.
Benefits & Compensation
- Stock grant opportunities dependent on your role, employment status and location.
- Additional perks and benefits based on your employment status and country.
- The flexibility of remote work, including optional WeWork access.
Work Mode
This is a remote position for candidates based within the APAC region.
At Deel, we’re an equal-opportunity employer that values diversity and positively encourages applications from suitably qualified and eligible candidates regardless of race, religion, sex, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, pregnancy or maternity or other applicable legally protected characteristics.
