Senior Premium Support Specialist

MEET DEEPL DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has over 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn https://www.linkedin.com/company/deepl/,Instagram https://www.instagram.com/deepl_official/, and our Blog https://www.deepl.com/en/blog. MEET THE TEAM BEHIND THIS JOURNEY As a Senior Premium Support Specialist, you will play a key role in delivering high-touch support to Premium and Enterprise customers around the world. You’ll troubleshoot complex issues, manage escalations with confidence, and work closely with internal teams to drive resolution and strong customer outcomes. This is a great opportunity for someone who enjoys combining technical problem-solving with direct customer contact and wants to make a meaningful impact on the customer experience. YOUR RESPONSIBILITIES - Provide timely and accurate support to Premium and Enterprise Customers across email and other channels (such as phone, chat or virtual meetings). - Own a range of Premium support cases, driving investigation, troubleshooting, escalation, coordination and follow-through from intake to closure. - Provide clear workarounds and status updates to customers, especially during case escalations. - Troubleshoot advanced customer issues involving product behavior, workflows, APIs, integrations, authentication, permissions, configuration and customer environments. - Act as an ambassador for our products and an expert on our customers’ needs, guiding Premium Support customers on product features and functionality. - Support the wider Customer Support team during periods of lower Premium demand. - Act as a point of contact during system outages and incidents, translating technical updates from Engineering into clear customer-facing communication within agreed timelines. - Collaborate closely with Customer Support, Customer Success, Sales, Product, Engineering and other internal teams to drive timely resolution and improve customer outcomes. - Maintain high service standards, achieve individual KPIs and contribute to team KPIs. - Participate in on-call support rotations to ensure continuous support for Premium customers outside core business hours. - Help strengthen team readiness through documentation, playbooks, onboarding and knowledge sharing. - Contribute to improving support efficiency and quality through better processes, tooling, structured diagnostics and automation where appropriate. QUALITIES WE LOOK FOR - Experience in a customer-facing support role within a SaaS organisation, ideally supporting Premium or Enterprise customers globally. - Solid technical troubleshooting skills across areas such as product behavior, workflows, configuration, authentication, permissions, APIs, integrations and customer environments. - Confidence handling customer issues end to end, including troubleshooting, escalation, coordination and follow-through. - Strong written and verbal communication skills in English; additional languages are a plus. - Ability to explain product functionality, technical issues and workarounds clearly to both technical and non-technical audiences. - Familiarity with REST APIs and tools such as Postman. - Familiarity with authentication and access management concepts in a SaaS environment, including SAML, OpenID Connect, SCIM and user provisioning and deprovisioning. - Experience working cross-functionally with teams such as Support, Customer Success, Sales, Product, and Engineering. - Sound judgment, strong ownership and a structured approach during escalations, incidents and other high-priority situations. - A proactive and adaptable mindset, with a strong interest in developing technical expertise and improving team practices. WHAT WE OFFER - Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network. - Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together. - Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team’s general locations and time zones to foster effective and seamless collaboration. - Virtual Shares - An ownership mindset in every role. We believe everyone should share in our success, and that’s why every employee receives Virtual Shares, linking your contribution directly to DeepL’s growth and rewarding you with a stake in our future. - Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally. - Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity. - 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally. - Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way. If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you! WE ARE AN EQUAL OPPORTUNITY EMPLOYER You are welcome at DeepL for who you are - we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.