Senior Premium Customer Support Specialist
Core
Deliver high-touch technical support and troubleshooting for Premium and Enterprise customers of a global AI translation platform.
Role type
Senior IC customer support specialist (SaaS/Enterprise)
Builds
Customer trust and resolution for DeepL's language AI platform
Domain
AI / Language Technology / SaaS
Deliverable
client delivery
Required skills
technical troubleshooting, escalation management, API familiarity, authentication concepts, cross-functional collaboration, documentation, process improvement
Preferred skills
experience with REST APIs, Postman, SAML, OpenID Connect, SCIM, user provisioning
Technologies
DeepL platform, REST APIs, Postman, SAML, OpenID Connect, SCIM
Responsibilities
Troubleshoot advanced customer issues involving product behavior, workflows, APIs, integrations, and authentication; manage escalations from intake to closure; act as a point of contact during system outages; contribute to improving support efficiency through automation and documentation; collaborate with Engineering, Product, and Sales teams.
Seniority
Senior, hands-on IC
