Premium SaaS Support Lead — Hybrid, Escalations & APIs

DeepL is a global AI product and research company focused on building secure, intelligent solutions to complex business problems. Over 200,000 business customers and millions of individuals across 228 global markets trust DeepL's Language AI platform for human‑like translation, improved writing, and real‑time voice translation. As a Senior Premium Support Specialist, you will play a key role in delivering high‑touch support to Premium and Enterprise customers around the world. You’ll troubleshoot complex issues, manage escalations with confidence, and work closely with internal teams to drive resolution and strong customer outcomes. This position is ideal for someone who enjoys combining technical problem‑solving with direct customer contact and wants to make a meaningful impact on the customer experience. Your Responsibilities 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. Qualities We Look For 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 high‑priority situations. A proactive and adaptable mindset, with a strong interest in developing technical expertise and improving team practices. What We Offer Diverse and internationally distributed team, with members from over 90 nationalities across the UK, Germany, the Netherlands, Poland, the US, and Japan. Open communication, regular feedback, and a culture of empathy and growth mindset. Hybrid work schedule with flexible hours and the ability to work from home. Virtual Shares: every employee receives virtual shares that link your contribution directly to DeepL's growth. Regular in‑person team events and company‑wide gatherings. Monthly full‑day hacking sessions (Hack Fridays) to pursue passion projects with cross‑team collaboration. 30 days of annual leave (excluding public holidays) and access to mental health resources. Competitive benefits package tailored to each employee's location. If this role and our mission resonate with you, yet you don’t meet every single requirement, we encourage you to apply. At DeepL, we value the unique strengths you bring and the growth we can foster together. Apply now and let’s discover your potential together. We Are an Equal Opportunity Employer You are welcome at DeepL for who you are; we appreciate authenticity here. Our product is for everyone, and so is our workplace. By welcoming diverse voices, we strengthen our ability to break down language barriers in the world. #J-18808-Ljbffr DeepL