Senior Manager - Technical Support Engineering

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. 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. Working closely with Engineering, Product, and GTM, you'll elevate how technical support operates, improve how we solve complex customer problems, and turn support insight into product improvements and stronger customer outcomes. This is a high-impact opportunity for a leader who combines deep technical judgment with strong cross-functional partnership and a genuine passion for developing teams and building functions. 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. Define what excellent technical support looks like and build the roadmap to get there. - Lead and grow technical support experts. Guide technical support experts across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution. Build a culture of expertise, accountability, and continuous improvement that scales beyond a single team or geography. - 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. Invest in coaching and knowledge-sharing so expertise scales across teams rather than sitting with a few individuals. - Evolve the support model. Modernize how technical support operates, driving specialization, workflow optimization, and the thoughtful adoption of automation and AI. Reduce operational friction and ensure the team is enabled to focus on the highest-value, most technically complex problems. - Measure what matters. Mature how success is measured, going beyond core support metrics to quality, technical effectiveness, and customer outcomes. Use data to guide priorities, track the impact of key initiatives, and feed learnings back into the broader support strategy. - Partner across Engineering, Product, and GTM. Build trusted relationships with cross-functional peers and senior stakeholders. Represent the voice of technical support in planning and decision-making, ensuring the function's priorities are understood and reflected in broader company direction. - Drive product and experience improvements. Identify the patterns behind complex customer pain points and turn them into clear opportunities for Product and Engineering. Help fixing friction at the source for the benefit of both customers and support teams. - 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. You know how to build high-performing teams and support them through change. - 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. You create environments where technical experts thrive and scale their impact. - Technical fluency in a SaaS environment. Enough hands-on depth to lead credibly in our domain: you understand API integration debugging, enterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC), and common IdP patterns (Okta, Microsoft Entra ID, Google Workspace, or similar). You can review a complex escalation, ask the right questions, coach engineers on their troubleshooting approach, and hold your own in technical discussions with Engineering, including sound judgment on where AI tools help and where they don't. - Experience evolving support models. A track record of modernizing support through specialization, workflow optimization, and the thoughtful adoption of automation and AI, improving efficiency without sacrificing quality or technical depth. - Organizational design and talent development. Experience evolving team structures, developing technical specialists, and creating clear growth paths. Able to influence and align beyond your direct reporting line, driving consistent standards and knowledge sharing across regions. - Stakeholder mastery. Proven ability to build trust and influence across Product, Engineering, Sales, Customer Success, Professional Services, and Operations, including at senior levels. You communicate clearly and credibly, especially when translating support insights into business action. - Operational excellence. You combine strategic thinking with hands-on problem-solving to improve workflows, reduce friction, and strengthen day-to-day operations, including escalations, cross-functional issues, root-cause analysis, and incident management. - Customer-first, outcome-driven mindset. You start from the customer's perspective and own outcomes, not just activity. You use customer insights, support signals, and product understanding to prioritise what matters most and align partners around work that delivers real impact. #LI-OT1 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.