Responsibilities
- Efficiently work through tickets and escalations via Jira and Slack, operating at Deel Speed!
- Leverage your strong technical skills to diagnose, troubleshoot, and resolve complex 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.
Requirements
- 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 (eg. Postman, Chrome DevTools).
- Basic scripting knowledge (eg. Python, Node.js) and ability to read and understand code.
- Proficiency in analyzing application logs using monitoring tools (eg. Datadog, Splunk, New Relic).
- Familiarity with ticketing systems (eg. 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 APAC region.
