Senior Premium Customer Support Specialist

DeepL

Senior Premium Support Specialist assisting and troubleshooting issues for global Premium and Enterprise customers. Combines technical problem-solving with exceptional customer communication.

Posted 4/16/2026full-timeAustin • Texas • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

technical troubleshootingproduct behaviorworkflowsconfigurationauthenticationpermissionsAPIsintegrationsSAMLOpenID Connect

Soft Skills

written communicationverbal communicationcustomer-facing supportproblem-solvingownershipstructured approachproactive mindsetadaptabilitycollaborationjudgment