DeepL

Senior Premium Support Specialist

DeepL

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • Provide timely and accurate support to Premium and Enterprise Customers across email and other channels (such as phone, chat or virtual meetings).
  • Own a range of Premium support cases, driving investigation, troubleshooting, escalation, coordination and follow-through from intake to closure.
  • Provide clear workarounds and status updates to customers, especially during case escalations.
  • Troubleshoot advanced customer issues involving product behavior, workflows, APIs, integrations, authentication, permissions, configuration and customer environments.
  • Act as an ambassador for our products and an expert on our customers’ needs, guiding Premium Support customers on product features and functionality.
  • Support the wider Customer Support team during periods of lower Premium demand.
  • Act as a point of contact during system outages and incidents, translating technical updates from Engineering into clear customer-facing communication within agreed timelines.
  • Collaborate closely with Customer Support, Customer Success, Sales, Product, Engineering and other internal teams to drive timely resolution and improve customer outcomes.
  • Maintain high service standards, achieve individual KPIs and contribute to team KPIs.
  • Participate in on-call support rotations to ensure continuous support for Premium customers outside core business hours.
  • Help strengthen team readiness through documentation, playbooks, onboarding and knowledge sharing.
  • Contribute to improving support efficiency and quality through better processes, tooling, structured diagnostics and automation where appropriate.

Requirements

  • Experience in a customer-facing support role within a SaaS organisation, ideally supporting Premium or Enterprise customers globally.
  • Solid technical troubleshooting skills across areas such as product behavior, workflows, configuration, authentication, permissions, APIs, integrations and customer environments.
  • Confidence handling customer issues end to end, including troubleshooting, escalation, coordination and follow-through.
  • Strong written and verbal communication skills in English; additional languages are a plus.
  • Ability to explain product functionality, technical issues and workarounds clearly to both technical and non-technical audiences.
  • Familiarity with REST APIs and tools such as Postman.
  • Familiarity with authentication and access management concepts in a SaaS environment, including SAML, OpenID Connect, SCIM and user provisioning and deprovisioning.
  • Experience working cross-functionally with teams such as Support, Customer Success, Sales, Product, and Engineering.
  • Sound judgment, strong ownership and a structured approach during escalations, incidents and other high-priority situations.
  • A proactive and adaptable mindset, with a strong interest in developing technical expertise and improving team practices.
Benefits
  • Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.
  • Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together.
  • Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team’s general locations and time zones to foster effective and seamless collaboration.
  • Virtual Shares - An ownership mindset in every role. We believe everyone should share in our success, and that’s why every employee receives Virtual Shares, linking your contribution directly to DeepL’s growth and rewarding you with a stake in our future.
  • Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally.
  • Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity.
  • 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.
  • Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way.
Applicant Tracking System Keywords

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

Hard Skills & Tools
technical troubleshootingproduct behaviorworkflowsconfigurationauthenticationpermissionsAPIsintegrationsSAMLOpenID Connect
Soft Skills
written communicationverbal communicationcustomer issue handlingproblem-solvingcollaborationownershipadaptabilityproactivitystructured approachjudgment