Senior Technical Support Engineer in London

DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. 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.

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 behaviour, 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 summarisation, 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 judgement 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: our employees come from more than 90 nationalities across the UK, Germany, the Netherlands, Poland, the US, and Japan.
• Open communication and regular feedback with a culture focused on clear, honest conversation and empathy.
• Hybrid work, flexible hours: come into the office twice a week while enjoying flexible working hours and remote options.
• Virtual Shares: every employee receives Virtual Shares linking contribution to DeepL’s growth.
• Regular in-person team events, onboarding activities, and company-wide gatherings.
• Monthly full-day hacking sessions (“Hack Fridays”) to pursue passion projects across teams.
• 30 days of annual leave (excluding public holidays) and access to mental health resources.
• Competitive benefits tailored to each employee’s location, ensuring support for personal and professional wellbeing.

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.