Senior Technical Support Engineer

📋 Description

• • Senior Technical Support Engineer role focused on owning complex technical support cases for DeepL's API and enterprise products, serving as the escalation point for authentication, provisioning, integrations, and advanced product behavior issues.
• • Day-to-day responsibilities include troubleshooting customer issues involving translation workflows, SAML/OIDC, SCIM sync, role/permissions, and integration misconfigurations; reproducing defects; joining live video calls with customers; using AI tools for log analysis and debugging; providing workarounds; partnering with Engineering, Product, Security, and Professional Services; building playbooks and documentation; mentoring support specialists; and contributing automation scripts or tools to improve support efficiency.
• • DeepL is a global AI product and research company with over 1,000 employees, serving 200,000+ business customers and millions of individuals across 228 markets through its Language AI platform for translation, writing improvement, and voice translation. Founded in 2017, it is backed by Benchmark, IVP, and Index Ventures, and emphasizes innovation, trust, curiosity, and a culture where people thrive.
• • The role offers opportunities to develop deep expertise in enterprise SaaS support, influence product reliability through cross-functional collaboration, gain hands-on experience with identity protocols and cloud integrations, build technical leadership skills via mentoring, and contribute to process improvement through automation and documentation—all within a purpose-driven, innovative environment focused on breaking down language barriers.