DeepL

Senior Technical Support Engineer

DeepL

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

Tech Stack

AzurePythonSQL

About the role

  • 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.

Requirements

  • 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.
Benefits
  • Diverse and internationally distributed team
  • Open communication, regular feedback
  • Hybrid work, flexible hours
  • Virtual Shares - An ownership mindset in every role
  • Regular in-person team events
  • Monthly full-day hacking sessions
  • 30 days of annual leave
  • Competitive benefits
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
API integration debuggingSAMLOAuth 2.0OpenID ConnectSCIMRBACSQLPythonBashautomation
Soft Skills
communicationmentoringproblem-solvingcollaborationtechnical trainingconfidenceclear explanationjudgmentcustomer interactiondocumentation