Senior Technical Support Engineer

Resolve complex technical support issues for DeepL API and enterprise customers.

• •Join our Customer Support team as a Lead Technical Support Engineer to handle complex support cases for DeepL API and enterprise customers.
• •Key Responsibilities 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.
• •Provide clear workarounds and resolution plans, and communicate status confidently during high-severity cases.
• •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.