DeepL

Senior Premium Customer Support Specialist

DeepL

full-time

Posted on:

Location Type: Hybrid

Location: Austin • Texas • United States

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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 organization, 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
  • Open communication, regular feedback
  • Hybrid work, flexible hours
  • Virtual Shares
  • 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
technical troubleshootingproduct behaviorworkflowsconfigurationauthenticationpermissionsAPIsintegrationsSAMLOpenID Connect
Soft Skills
written communicationverbal communicationcustomer-facing supportproblem-solvingownershipstructured approachproactive mindsetadaptabilitycollaborationjudgment