Job Overview
Location
Austin
Job Type
Full-time
Category
Customer Support
Date Posted
April 17, 2026
Full Job Description
đź“‹ Description
- • As a Senior Premium Customer Support Specialist at DeepL, you will deliver high-touch support to Premium and Enterprise customers worldwide, playing a critical role in ensuring seamless experiences for users of DeepL’s AI-powered language platform.
- • Your day-to-day responsibilities include providing timely and accurate support via email, phone, chat, and virtual meetings; owning complex support cases from intake to closure; troubleshooting advanced technical issues involving APIs, integrations, authentication, and configurations; and serving as a trusted advisor on product functionality for both technical and non-technical audiences.
- • You will act as a key liaison during system outages, translating technical updates from Engineering into clear customer communications, and collaborate closely with Product, Engineering, Sales, and Customer Success teams to drive resolution and improve outcomes.
- • The role includes participating in on-call rotations, contributing to team readiness through documentation and knowledge sharing, and helping improve support efficiency through process optimization, tooling, and automation.
- • You’ll join a mission-driven, globally distributed team of over 1,000 employees across more than 90 nationalities, united by a passion for innovation, secure AI technology, and fostering human connection through better communication.
- • DeepL values a culture of trust, curiosity, and continuous learning, where employees are empowered to grow, contribute ideas during monthly Hack Fridays, and help shape the future of AI language technology.
- • This role offers the opportunity to develop deep technical expertise in SaaS support while making a tangible impact on customer satisfaction and product adoption in a fast-growing, purpose-driven environment.
🎯 Requirements
- • Experience in a customer-facing support role within a SaaS organization, preferably supporting Premium or Enterprise customers globally.
- • Strong technical troubleshooting skills across product behavior, workflows, APIs, integrations, authentication (SAML, OIDC, SCIM), permissions, and customer environments.
- • Excellent written and verbal communication skills in English; additional languages are a plus.
- • Familiarity with REST APIs and tools like Postman, as well as experience working cross-functionally with Support, Customer Success, Sales, Product, and Engineering teams.
- • Ability to manage end-to-end issue resolution, including escalation, coordination, and follow-through during high-priority incidents.
- • Proactive, adaptable mindset with sound judgment and a structured approach to problem-solving and ownership.
🏖️ Benefits
- • Hybrid work model with flexible hours, combining in-office collaboration and remote work flexibility.
- • Virtual Shares program giving every employee a stake in the company’s growth and long-term success.
- • 30 days of annual leave (excluding public holidays) to support work-life balance and mental well-being.
- • Regular in-person team events and monthly Hack Fridays to foster innovation, collaboration, and personal project exploration.
- • Competitive, globally tailored benefits package reflecting the diversity of DeepL’s international workforce.
- • Access to mental health resources and a culture that emphasizes open communication, feedback, and psychological safety.
Skills & Technologies
Go
REST
Senior
Hybrid
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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