Senior Manager - Technical Support Engineering

About the role

As Senior Manager, Technical Support Engineering, you will shape the future of DeepL’s technical support function. You will lead and develop a team of technical support specialists, establish a new technical support engineering function, and work closely with Engineering, Product, and GTM to improve how complex customer problems are solved and turn support insights into product improvements.

Key responsibilities

• Set the direction for the technical support craft and translate company goals into a clear strategy.
• Lead, mentor and grow technical support experts across countries, building a culture of expertise and accountability.
• Develop specialist talent with clear growth paths and invest in coaching and knowledge‑sharing.
• Modernize the support model through specialization, workflow optimisation and thoughtful adoption of automation and AI.
• Measure success beyond core metrics, using data to guide priorities and improve customer outcomes.
• Partner with Engineering, Product and GTM to represent the voice of technical support in planning and decision‑making.

Required profile

• Significant experience leading technical support or technical support engineering teams in high‑growth B2B SaaS environments.
• Deep understanding of excellent technical support, including troubleshooting, escalation management and complex issue resolution.
• Hands‑on technical fluency with API integration debugging and enterprise identity/authentication protocols.
• Proven track record of evolving support models through specialization, automation and AI.
• Experience designing team structures, developing specialists and creating clear growth paths.
• Strong stakeholder management skills across Product, Engineering, Sales and Customer Success.

Required skills

• API integration debugging
• SAML, OAuth 2.0, OIDC, SCIM, RBAC
• IdP platforms such as Okta, Microsoft Entra ID, Google Workspace
• Automation and AI tools for support workflows