Taking applicationsTechnical Support·Posted 8d ago
Senior Manager ‑ Technical Support Engineering
DeepLVerified company
London
Pay
Not listed
Job type
Full-time · Remote
Hours
Flexible
Location
London
EnglishSenior level
About the role
DeepL is hiring a Senior Manager to lead and build its technical support engineering function, based in London. The role focuses on team leadership, technical troubleshooting depth, support model modernization, and cross-functional work with Engineering and Product.
What you'll do
- Lead and develop technical support specialists across countries
- Establish a technical support engineering function
- Define technical support strategy and excellence standards
- Modernize support workflows, specialization, automation, and AI
- Measure quality, technical effectiveness, and customer outcomes
- Partner with Engineering, Product, and GTM
- Turn support insights into product improvements
- Guide teams through growth and organizational change
What you'll need
- Significant technical support leadership in high-growth B2B SaaS
- Deep technical support craft and escalation management
- API integration debugging knowledge
- Enterprise identity and authentication experience (SAML, OAuth 2.0, OIDC, SCIM, RBAC)
- Experience with Okta, Microsoft Entra ID, Google Workspace, or similar
- Track record modernizing support models with automation and AI
- Organizational design and talent development experience
- Strong senior stakeholder influence
Skills
Technical support leadershipB2B SaaS technical supportAPI integration debuggingEnterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC)Identity provider patterns (Okta, Microsoft Entra ID, Google Workspace)Escalation managementSupport automation and AI adoptionCross-functional stakeholder management
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Applications close on 18 November.