At a Glance
- Tasks: Lead a team to revolutionise technical support and enhance customer experiences.
- Company: Join DeepL, a pioneering AI company transforming communication globally.
- Benefits: Enjoy a competitive salary, hybrid work, and opportunities for personal growth.
- Other info: Be part of a diverse team dedicated to innovation and excellence.
- Why this job: Shape the future of AI while making a real impact in a dynamic environment.
- Qualifications: Proven leadership in technical support and strong technical expertise required.
The predicted salary is between 72000 - 88000 £ per year.
Meet DeepL. DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation.
Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has around 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey.
What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected.
About the Role: 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.
What You'll Do:
- 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.
What You Bring:
- 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.
- Experience evolving support models. A track record of modernizing support through specialization, workflow optimization, and the thoughtful adoption of automation and AI.
- 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.
- Operational excellence. You combine strategic thinking with hands-on problem-solving to improve workflows, reduce friction, and strengthen day-to-day operations.
- 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. 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!
Location: London
Employment Type: Full time
Location Type: Hybrid
Department: Customer Team
Senior Manager - Technical Support Engineering employer: DeepL
DeepL is an exceptional employer that champions innovation and collaboration in the heart of Greater London. With a strong emphasis on employee well-being, we offer generous benefits such as 30 days of annual leave and virtual shares, alongside a vibrant work culture that encourages open communication and team bonding through regular in-person events. Join us to not only advance your career but also to contribute to shaping the future of global communication in a supportive and dynamic environment.
