Senior Manager - Technical Support Engineering

DeepL SE

Job Overview

Location

London

Job Type

Full-time

Full Job Description

📋 Description

• As Senior Manager, Technical Support Engineering, you'll shape the future of our technical support function.
• You'll lead and develop a team of technical support specialists and establish a new technical support engineering function.
• This leadership role is pivotal in defining what excellence looks like for the technical support craft, and setting the direction for how the function evolves as we scale.
• Working closely with Engineering, Product, and GTM, you'll elevate how technical support operates, improve how we solve complex customer problems, and turn support insight into product improvements and stronger customer outcomes.
• Set the direction for the technical support craft. Translate company goals into a clear strategy for the function: strong technical capability, collaborative ways of working, and consistent delivery.
• Lead and grow technical support experts. Guide technical support experts across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution.
• Develop specialist talent. Create clear growth paths for technical support engineers and specialists, identifying where deeper product and platform expertise will have the greatest impact.
• Evolve the support model. Modernize how technical support operates, driving specialization, workflow optimization, and the thoughtful adoption of automation and AI.
• Measure what matters. Mature how success is measured, going beyond core support metrics to quality, technical effectiveness, and customer outcomes.
• Partner across Engineering, Product, and GTM. Build trusted relationships with cross-functional peers and senior stakeholders.
• Drive product and experience improvements. Identify the patterns behind complex customer pain points and turn them into clear opportunities for Product and Engineering.
• Lead through growth and change. Bring clarity and steadiness as the function scales, guiding teams through product launches, organizational change, and new ways of working.
• Leadership maturity. Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments.
• Strong technical support craft. A deep understanding of what excellent technical support looks like, with experience building specialist capability in troubleshooting, product knowledge, escalation management, and complex issue resolution.
• Technical fluency in a SaaS environment. Enough hands-on depth to lead credibly in our domain: you understand API integration debugging, enterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC), and common IdP patterns (Okta, Microsoft Entra ID, Google Workspace, or similar).
• Experience evolving support models. A track record of modernizing support through specialization, workflow optimization, and the thoughtful adoption of automation and AI, improving efficiency without sacrificing quality or technical depth.
• Organizational design and talent development. Experience evolving team structures, developing technical specialists, and creating clear growth paths.
• Stakeholder mastery. Proven ability to build trust and influence across Product, Engineering, Sales, Customer Success, Professional Services, and Operations, including at senior levels.
• Operational excellence. You combine strategic thinking with hands-on problem-solving to improve workflows, reduce friction, and strengthen day-to-day operations, including escalations, cross-functional issues, root-cause analysis, and incident management.
• Customer-first, outcome-driven mindset. You start from the customer's perspective and own outcomes, not just activity.
• We are an equal opportunity employer. You are welcome at DeepL for who you are - we appreciate authenticity here.

🎯 Requirements

• Leadership maturity
• Strong technical support craft
• Technical fluency in a SaaS environment

🏖️ Benefits

• We are an equal opportunity employer
• You are welcome at DeepL for who you are - we appreciate authenticity here

Skills & Technologies

OAuth

Senior

Onsite

Degree Required

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DeepL SE

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About DeepL SE

DeepL SE develops and operates neural machine translation technology. Founded in 2017 as Linguee GmbH, the Cologne-based company rebranded in 2019 after creating DeepL Translator, a service noted for outperforming Google Translate in blind tests. The platform supports 33 languages and offers browser, desktop, mobile and API access, serving individuals, businesses, and developers worldwide. Revenue comes from tiered subscription plans for pro features and volume-based API usage. DeepL continues to invest in AI research to maintain translation quality and expand language coverage.

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