Senior Manager - Technical Support Engineering
Core
Lead and develop a technical support engineering function for a global AI translation platform, defining strategy, building specialist capability, and driving product improvements based on customer insights.
Role type
Senior Manager, Technical Support Engineering
Builds
A scalable, high-performing technical support organization and improved customer outcomes for DeepL's enterprise clients
Domain
B2B SaaS / AI / Language Technology
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Leadership of technical support teams, technical troubleshooting and escalation management, SaaS API integration debugging, enterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC), organizational design, stakeholder management, workflow optimization, root-cause analysis
Preferred skills
Experience modernizing support models with automation and AI, cross-functional partnership with Product and Engineering
Technologies
SAML, OAuth 2.0, OIDC, SCIM, RBAC, Okta, Microsoft Entra ID, Google Workspace
Responsibilities
Define strategy for the technical support function, lead and mentor technical support experts across countries, create growth paths for technical specialists, modernize support operations and adopt automation, measure success beyond core metrics, partner with Engineering and Product to fix customer pain points, lead teams through organizational change
Seniority
Senior, hands-on IC leader with strategic scope
