Senior Premium Support Specialist — Enterprise (Hybrid)

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, and work closely with internal teams to drive resolution and strong customer outcomes.

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.

Qualifications

• 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 across more than 90 nationalities with a global presence in the UK, Germany, the Netherlands, Poland, the US, and Japan.
• Open communication, regular feedback and a culture of empathy and growth mindset.
• Hybrid work, flexible hours and the ability to work from home some days.
• Virtual Shares: an ownership mindset in every role, with every employee receiving Virtual Shares that link contribution directly to company growth.
• Regular in‑person team events, new‑joiner onboardings and company‑wide events.
• Monthly full‑day hacking sessions (Hack Fridays) for projects you’re passionate about.
• 30 days of annual leave (excluding public holidays) and access to mental health resources.
• Competitive, location‑tailored benefits package designed to support employees worldwide.

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. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! It’s in our diversity that we will find the power to break down language barriers in the world.

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