Senior Technical Support Engineer

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 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. You will be the escalation point for issues involving authentication, provisioning, integrations, and advanced product behavior. As we continue to expand and mature our enterprise business, this role will be critical in connecting customer needs with our Engineering and Product organisations. YOUR 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 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, a