At a Glance
- Tasks: Own complex support cases and troubleshoot issues for DeepL's API and enterprise customers.
- Company: Join a global AI leader focused on innovative solutions and diverse teams.
- Benefits: Enjoy hybrid work, competitive benefits, and 30 days of annual leave.
- Other info: Collaborate with a diverse team and participate in monthly 'Hack Fridays' for passion projects.
- Why this job: Make a real impact by solving complex technical challenges with cutting-edge AI tools.
- Qualifications: Experience in technical support, strong API debugging skills, and familiarity with SAML/OIDC.
The predicted salary is between 50000 - 70000 £ per year.
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 behavior, 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 summarization, 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 organization.
- 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 judgment 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.
Senior Technical Support Engineer employer: DeepL
DeepL is an exceptional employer that fosters a diverse and inclusive work environment, with employees from over 90 nationalities. The company promotes open communication, flexible working hours, and hybrid work options, ensuring a healthy work-life balance. With opportunities for personal growth through mentorship, innovative projects during 'Hack Fridays', and competitive benefits tailored to individual needs, DeepL is committed to supporting its employees' professional and personal wellbeing.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Technical Support Engineer
✨Tip Number 1
Get your tech skills sharp! Brush up on your API integration debugging skills and tools like Postman and curl. The more confident you are in troubleshooting, the better you'll impress during interviews.
✨Tip Number 2
Practice explaining complex technical issues in simple terms. You’ll need to communicate clearly with both developers and less technical folks, so role-play with a friend or record yourself to refine your pitch.
✨Tip Number 3
Don’t shy away from showing your personality! DeepL values authenticity, so let your unique experiences shine through in interviews. Share how your background can contribute to their diverse team.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in being part of the DeepL team. Let’s get you that job!
We think you need these skills to ace Senior Technical Support Engineer
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Technical Support Engineer role. Highlight your experience with API integrations, troubleshooting, and any relevant tools you've used. We want to see how your skills match what we're looking for!
Show Off Your Technical Skills:Don’t hold back on showcasing your technical prowess! Mention specific tools like Postman or curl, and your experience with SAML, OAuth, and SQL. We love seeing candidates who can clearly explain complex issues, so give us examples of how you've done this in the past.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use straightforward language to describe your experiences and achievements. We appreciate clarity, especially when it comes to technical details, so make it easy for us to understand your background.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen on joining our team at DeepL!
How to prepare for a job interview at DeepL
✨Know Your Tech Inside Out
Make sure you brush up on your technical skills, especially around API integration and troubleshooting. Familiarise yourself with tools like Postman and curl, and be ready to discuss your experience with SAML, OAuth 2.0, and SCIM. The more confident you are in these areas, the better you'll perform.
✨Prepare for Live Debugging
Since you'll likely be running live debugging sessions during the interview, practice explaining complex technical issues clearly and concisely. Consider doing mock sessions with a friend or colleague to get comfortable with the format and ensure you can communicate effectively with both technical and non-technical audiences.
✨Showcase Your Problem-Solving Skills
Be ready to walk through past experiences where you've successfully resolved complex support cases. Highlight your thought process, the tools you used, and how you collaborated with other teams. This will demonstrate your ability to own and resolve issues, which is crucial for the role.
✨Emphasise Collaboration and Mentorship
DeepL values teamwork, so be prepared to discuss how you've worked with engineering, product, and other departments in the past. Also, think about how you can contribute to mentoring others in the team. Sharing examples of how you've helped colleagues grow will show that you're a team player who can elevate the entire support function.
