DeepL

3 weeks ago

Senior Manager - Technical Support Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Lead and grow DeepL’s Technical Support Engineering function by setting the direction for the technical support craft, modernizing the support model, and turning customer insights into product and experience improvements. Manage and develop technical support experts across countries, build specialist talent and growth paths, and mature success metrics beyond support volumes to quality and customer outcomes through cross-functional partnership with Engineering, Product, and GTM.

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Set the direction and roadmap for the technical support craft, defining what excellence looks like and how it scales.
•Lead, mentor, and grow technical support experts across countries, building a culture of expertise, accountability, and continuous improvement.
•Develop specialist talent by creating growth paths and scaling knowledge-sharing across teams and regions.
•Modernize the support model by driving specialization, workflow optimization, and adoption of automation and AI to reduce friction.
•Partner with Engineering, Product, and GTM to measure what matters and turn complex customer pain points into product and experience improvements.

Key Requirements

•Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments.
•Deep understanding of excellent technical support, including troubleshooting, product knowledge, escalation management, and complex issue resolution.
•Technical fluency in a SaaS environment, including API integration debugging and enterprise identity/authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC).
•Experience modernizing support models through specialization, workflow optimization, and automation/AI adoption.
•Proven ability to design and develop talent, influence stakeholders across functions, and translate support insights into business action.

Experience:B2B SaaSTechnical support

Skills:LeadershipMentorshipStakeholder managementCommunicationProblem-solving

Tech Stack:API integration debuggingSAMLOAuth 2.0OIDCSCIMRBACOktaMicrosoft Entra IDGoogle Workspace

Company Brief

DeepL

DeepL builds Language AI products (DeepL Translator, DeepL Write, APIs and enterprise solutions) that provide high-accuracy translations and writing assistance to businesses and individuals, focusing on privacy, security and enterprise deployment.

Industry: AI & Machine Learning

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Cologne, Germany

Founded: 2017

Glassdoor: 3.5

Website LinkedIn Glassdoor

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DeepL

3 weeks ago

Senior Manager - Technical Support Engineering

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: London

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Manager level

Key Responsibilities

•Set the direction and roadmap for the technical support craft, defining what excellence looks like and how it scales.
•Lead, mentor, and grow technical support experts across countries, building a culture of expertise, accountability, and continuous improvement.
•Develop specialist talent by creating growth paths and scaling knowledge-sharing across teams and regions.
•Modernize the support model by driving specialization, workflow optimization, and adoption of automation and AI to reduce friction.
•Partner with Engineering, Product, and GTM to measure what matters and turn complex customer pain points into product and experience improvements.

Key Requirements

•Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments.
•Deep understanding of excellent technical support, including troubleshooting, product knowledge, escalation management, and complex issue resolution.
•Technical fluency in a SaaS environment, including API integration debugging and enterprise identity/authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC).
•Experience modernizing support models through specialization, workflow optimization, and automation/AI adoption.
•Proven ability to design and develop talent, influence stakeholders across functions, and translate support insights into business action.

Experience:B2B SaaSTechnical support

Skills:LeadershipMentorshipStakeholder managementCommunicationProblem-solving

Tech Stack:API integration debuggingSAMLOAuth 2.0OIDCSCIMRBACOktaMicrosoft Entra IDGoogle Workspace

Company Brief

DeepL

Industry: AI & Machine Learning

Company Size: Enterprise (1,001+ employees)

Growth: Scaleup

Valuation: Unicorn (USD 1B+)

Funding: Series D

Headquarters: Cologne, Germany

Founded: 2017

Glassdoor: 3.5

Website LinkedIn Glassdoor