Senior Manager - Technical Support Engineering

About the role

As Senior Manager, Technical Support Engineering, you will shape the future of the technical support function by leading and developing a team of specialists. You will define excellence for the technical support craft, improve complex problem-solving, and turn support insights into product improvements. This role requires a leader who combines deep technical judgment with strong cross-functional partnership to drive customer outcomes.

Responsibilities

• Set the direction for the technical support craft and define the roadmap for the function.
• Lead and grow technical support experts across countries, mentoring them to strengthen technical judgment and execution.
• Develop specialist talent by creating clear growth paths and investing in coaching and knowledge-sharing.
• Evolve the support model by driving specialization, workflow optimization, and the adoption of automation and AI.
• Measure success through quality, technical effectiveness, and customer outcomes rather than just core support metrics.
• Partner across Engineering, Product, and GTM to represent the voice of technical support in planning and decision-making.
• Identify patterns behind customer pain points to drive product and experience improvements.

Required skills

• Technical Support Leadership
• B2B SaaS
• API integration debugging
• SAML
• OAuth 2.0
• OIDC
• SCIM
• RBAC
• Okta
• Microsoft Entra ID
• Google Workspace
• Incident management
• Root-cause analysis

About the Company

DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Founded in 2017, the company serves over 200,000 business customers and millions of individuals with its Language AI platform.