IT Support Engineer

Job description

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 DeepL has a powerful mix of ambition, technical expertise, and purpose-driven teams. Many of our team members are also users of our products, and as an international business we know the power of connection when working across cultures. Founded in Cologne, Germany, in 2017, DeepL now comprises over 1,000 employees across Germany, the UK, the Netherlands, Japan and the United States. We operate on a hybrid model and encourage teams to make use of our ten offices covering these locations. This is an exceptional chance for individuals eager to contribute to a high-growth environment, drive meaningful impact, and continuously evolve their technical expertise and professional breadth. YOUR RESPONSIBILITIES You will be responsible for IT services and IT operations for DeepL team members in Austin, TX as well as remote global support. This role is a Full time role and requires to be physically onsite 4 days a week. You will collaborate closely with IT team members in other countries, liaise with third party providers, and ultimately ensure DeepL employees are set up with the right technology to work effectively in their roles. This role will report into our Senior IT Support Manager, based in London. As part of our global IT Support team, you will deliver: - First line IT support: providing the first line of support for employees with all IT-related issues and needs, ensuring an efficient ticketing system, triage and escalations. - Employee hardware and device management: ensuring all employees are set up quickly and efficiently with the devices they need to be effective in their roles. - Office IT and connectivity: ensuring AV set up and connections in our office is fit for purpose, working collaboratively with our global office/workspace team. - Onboarding and off-boarding tech provisioning and training: ensuring new employees in US regions; know how to access and use technology at DeepL effectively, efficiently and securely. - Continuous improvement: stay up to date with relevant emerging technologies and trends and propose creative solutions for continuous improvement at DeepL. KEY SUCCESS MEASURES: - First line IT support: measured through ticket response and resolution times and CSAT responses. - Optimized and fit for purpose IT services. Employee feedback on our internal technology, gathered through focus groups and in biannual staff surveys. - Evidence of strong collaboration with adjacent functions, including office/workspace, procurement and systems & integrations (engineering). - Full compliance with legal and security needs, including information security certification requirements. - Creative and effective solutions to scaling IT requirements, including use of third party providers and emerging technologies. QUALITIES WE LOOK FOR - 5+ years of progressive experience in IT Support or IT Operations roles, preferably within a software or technology-driven company. - Experience in AI Use tools and technologies. AI fluency with security maturity: An enthusiastic adopter of AI tools - University degree in Computer Science, IT, or a comparable discipline; alternatively, equivalent professional background. - Hands-on experience with a variety of operating systems (e.g. Windows, macOS, Linux) and enterprise applications. Knowledge of MDM tools, JAMF and Intune. - Technical acumen to be able to independently resolve the majority of local first line IT support requests, including account administration and systems access, hardware issues and troubleshooting, connectivity and network issues. Familiarity with ticketing systems and knowledge of ITIL processes. - Demonstrated experience working successfully as part of an international team, including across time zones, languages and cultures. - Strong understanding and practical experience with IT security best practices (e.g, security standards and certifications, endpoint security, phishing awareness). - Experience in vendor management and negotiation, building strong relationships with external IT service providers and suppliers. - Experience in IT Asset Management and IT Inventory Management. - Excellent communication and interpersonal skills, focus on internal customer care,with the ability to effectively collaborate with stakeholders at all levels, both technical and non-technical, across diverse cultures. - Knowledge in Zoom conference system management. WHAT WE OFFER - Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network. - Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together. - Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team’s general locations and time zones to foster effective and seamless collaboration. - Virtual Shares - An ownership mindset in every role. We believe everyone should share in our success, and that’s why every employee receives Virtual Shares, linking your contribution directly to DeepL’s growth and rewarding you with a stake in our future. - Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally. - Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity. - 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally. - Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way. If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you! #LI-TB1 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.