Senior Technical Support Engineer

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 around 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 We’re hiring a Lead Technical Support Engineer within our Customer Support team to own our most complex support cases across our API and enterprise product surface. You will be the escalation point for issues involving authentication, provisioning, integrations, and advanced product behavior. As we continue to expand and mature our enterprise business, this role will be critical in connecting customer needs with our Engineering and Product organisations. YOUR RESPONSIBILITIES - Own regular tickets and complex escalations for DeepL API and enterprise customers from intake through resolution. - Troubleshoot customer issues involving translation workflows, authentication flows, SAML/OIDC, SCIM sync behavior, role/permission issues, and integration misconfigurations. - Join customer video calls to investigate issues live with developers, enterprise administrators, and end users. - Reproduce defects, gather technical evidence, identify whether issues are caused by product bugs, customer configuration, third-party systems, or documentation gaps. - Use AI tools effectively and responsibly during troubleshooting, including for log analysis, hypothesis generation, issue summarization, and debugging workflow acceleration. - Provide clear workarounds and resolution plans, and communicate status confidently during high-severity cases. - Partner closely with Engineering, Product, Security, Professional Services and Solution Consulting to drive fixes and improve product reliability. - Build and maintain playbooks, troubleshooting guides, internal documentation, and reusable diagnostic patterns. - Mentor Support specialists through case reviews, shadowing, onboarding, and technical training. - Contribute lightweight automation, scripts, dashboards, or tools that improve support efficiency and case quality. QUALITIES WE LOOK FOR - Experience in a highly technical support role working for a SaaS organisation. - Strong API integration debugging skills using tools such as Postman, curl, browser dev tools, and log/audit inspection. - Strong understanding of SAML, OAuth 2.0, OpenID Connect, SCIM, provisioning/deprovisioning, RBAC, and common IdP patterns. - Hands-on experience troubleshooting integrations involving Okta, Microsoft Entra / Azure AD, Google Workspace, or similar platforms. - Familiarity with troubleshooting using AI tools, and judgment to use those tools safely, critically, and efficiently. - Familiarity with SQL and basic scripting in Python or Bash. - Experience collaborating with Product and Engineering - Ability to explain technical issues clearly to both developers and less technical administrators. - Confidence running live debugging sessions over video with customers. 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.