Senior Premium Support Specialist

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. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. WHAT SETS US APART 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. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL onLinkedIn https://www.linkedin.com/company/deepl/,Instagram https://www.instagram.com/deepl_official/, and our Blog https://www.deepl.com/en/blog. MEET THE TEAM BEHIND THIS JOURNEY As a Senior Premium Support Specialist, you will play a key role in delivering high-touch support to Premium and Enterprise customers around the world. You'll troubleshoot complex issues, manage escalations with confidence, and work closely with internal teams to drive resolution and strong customer outcomes. This is a great opportunity for someone who enjoys combining technical problem-solving with direct customer contact and wants to make a meaningful impact on the customer experience. YOUR RESPONSIBILITIES - Provide timely and accurate support to Premium and Enterprise Customers across email and other channels (such as phone, chat or virtual meetings). - Own a range of Premium support cases, driving investigation, troubleshooting, escalation, coordination and follow-through from intake to closure. - Provide clear workarounds and status updates to customers, especially during case escalations. - Troubleshoot advanced customer issues involving product behavior, workflows, APIs, integrations, authentication, permissions, configuration and customer environments. - Act as an ambassador for our products and an expert on our customers' needs, guiding Premium Support customers on product features and functionality. - Support the wider Customer Support team during periods of lower Premium demand. - Act as a point of contact during system outages and incidents, translating technical updates from Engineering into clear customer-facing communication within agreed timelines. - Collaborate closely with Customer Support, Customer Success, Sales, Product, Engineering and other internal teams to drive timely resolution and improve customer outcomes. - Maintain high service standards, achieve individual KPIs and contribute to team KPIs. - Participate in on-call support rotations to ensure continuous support for Premium customers outside core business hours. - Help strengthen team readiness through documentation, playbooks, onboarding and knowledge sharing. - Contribute to improving support efficiency and quality through better processes, tooling, structured diagnostics and automation where appropriate. QUALITIES WE LOOK FOR -