Senior Premium Support Specialist

📋 Description

• • As a Senior Premium Support Specialist at DeepL, you will deliver high-touch support to Premium and Enterprise customers worldwide, troubleshooting complex issues, managing escalations, and collaborating with internal teams to ensure strong customer outcomes and product excellence.
• • Your day-to-day responsibilities include providing timely support via email, phone, chat, and virtual meetings; owning support cases from intake to closure; offering workarounds and status updates during escalations; troubleshooting advanced issues involving APIs, integrations, authentication, and configurations; acting as a product expert and customer advocate; supporting broader team efforts during low-demand periods; serving as a point of contact during system outages by translating technical updates into clear customer communications; collaborating with Customer Success, Sales, Product, and Engineering teams; maintaining high service standards and KPIs; participating in on-call rotations; and contributing to team readiness through documentation, playbooks, and process improvements.
• • DeepL is a global AI product and research company with over 1,000 employees across more than 90 nationalities, trusted by 200,000+ business customers and millions of individuals in 228 markets for its Language AI platform, including translation, writing enhancement, and voice translation. Founded in 2017 and backed by Benchmark, IVP, and Index Ventures, DeepL is committed to building secure, intelligent AI solutions that foster better communication and human connection.
• • In this role, you will deepen your technical expertise in SaaS support, strengthen cross-functional collaboration skills, gain experience managing high-priority customer escalations, and contribute to process improvements that enhance support efficiency and customer satisfaction—all while growing your career in a purpose-driven, innovative environment.