Associate Technical Account Manager

Deputy 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, we’re improving the world of work, one shift at a time, for 80% of the world’s 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.

We're 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 you’re 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!

• The Technical Account Manager (TAM) is an associate-level role responsible for delivering consistent, scalable technical success across Deputy’s customer base.

• This role combines hands-on customer engagement with operational and programmatic contributions to the TAM function. You will manage a defined scope of customer relationships (e.g. a portfolio of Tier 3 customers or support a Tier 2 customer), while also helping to build and standardise the frameworks, playbooks, and processes that enable the TAM team to operate efficiently at scale.

• Working closely with Senior TAMs, Customer Success, Support, Professional Services, and Engineering, you will play a key role in improving both customer outcomes and internal effectiveness.

Key Objectives:

• Deliver strong technical outcomes for a defined portfolio of customers or scoped accounts

• Drive customer adoption, health, and resolution of technical challenges

• Improve TAM team efficiency through development of reusable frameworks, playbooks, and documentation

• Enable consistent, high-quality technical engagement across the TAM function

• Contribute to scalable solutions that reduce reactive workload and support long-term growth

Responsibilities:
• Own technical relationships for a portfolio of Tier 3 customers or support a Tier 2 customer, ensuring strong adoption and timely resolution of technical issues

• Act as a key technical point of contact, clearly communicating solutions and concepts to both technical and non-technical stakeholders

• Partner cross-functionally with Support, Engineering, and Professional Services to troubleshoot and resolve complex issues

• Proactively identify risks and opportunities within customer accounts, driving improvements in product usage and overall health

• Develop 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 resources

• Contribute to continuous improvement of TAM workflows, tools, and operational processes to increase team efficiency

• Support knowledge sharing and enablement across Customer Success and Support teams, including documentation and internal resource

Skills & Experience:
• 2+ years experience in a technical support, TAM, or similar customer-facing technical role

• Strong troubleshooting and problem-solving skills within SaaS or software environments

• Excellent communication skills, with the ability to explain technical concepts clearly to varied audiences

• Ability to manage priorities, work cross-functionally, and operate effectively in a fast-paced environment

• Proactive, solutions-oriented mindset with a focus on continuous improvement and scalable outcome

• Experience working with APIs, integrations, or technical implementations is a plus

• Proficiency in Google Sheets (including formulas) for analysis or reporting

• Demonstrated technical curiosity and mindset, with a willingness to learn and adapt quickly

Employee Perks

- Enjoy 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 family

- Stay protected with Group Salary Continuance Insurance

- Access support through our Employee Assistance Program

- Enjoy additional leave days — including study assistance, celebration days and volunteering

- Join our global working groups focused on collaboration, belonging and connection

- Get creative at our annual Hackathons

- Take 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.

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