Senior Technical Support Engineer

• Own regular tickets and complex escalations for DeepL API and enterprise customers from intake through resolution.
• Troubleshoot customer issues involving translation workflows, authentication flows, SAML/OIDC, SCIM sync behavior, role/permission issues, and integration misconfigurations.
• Join customer video calls to investigate issues live with developers, enterprise administrators, and end users.
• Reproduce defects, gather technical evidence, identify whether issues are caused by product bugs, customer configuration, third-party systems, or documentation gaps.
• Use AI tools effectively and responsibly during troubleshooting, including for log analysis, hypothesis generation, issue summarization, and debugging workflow acceleration.
• Provide clear workarounds and resolution plans, and communicate status confidently during high-severity cases.
• Partner closely with Engineering, Product, Security, Professional Services and Solution Consulting to drive fixes and improve product reliability.
• Build and maintain playbooks, troubleshooting guides, internal documentation, and reusable diagnostic patterns.
• Mentor Support specialists through case reviews, shadowing, onboarding, and technical training.
• Contribute lightweight automation, scripts, dashboards, or tools that improve support efficiency and case quality.

• Experience in a highly technical support role working for a SaaS organisation.
• Strong API integration debugging skills using tools such as Postman, curl, browser dev tools, and log/audit inspection.
• Strong understanding of SAML, OAuth 2.0, OpenID Connect, SCIM, provisioning/deprovisioning, RBAC, and common IdP patterns.
• Hands-on experience troubleshooting integrations involving Okta, Microsoft Entra / Azure AD, Google Workspace, or similar platforms.
• Familiarity with troubleshooting using AI tools, and judgment to use those tools safely, critically, and efficiently.
• Familiarity with SQL and basic scripting in Python or Bash.
• Experience collaborating with Product and Engineering
• Ability to explain technical issues clearly to both developers and less technical administrators.
• Confidence running live debugging sessions over video with customers.

Helping people overcome communication barriers is the heart of what we do. Founded in Germany in 2017 by a team of engineers and researchers, DeepL has developed the world’s most accurate AI translation technology—enabling real-time, human-sounding translation.

Accessible via a web translator, browser extensions, desktop and mobile apps, and an API, DeepL supports a best-in-class translation experience in 34 languages and counting. Our 550-person team operates across four European hubs in Germany, the Netherlands, the UK, and Poland.