Senior Manager - Technical Support Engineering

Deepl·Londonsenior

In short

→Liderar y construir un equipo técnico de soporte de alto nivel en una empresa de IA global.
→Desarrollar estrategias, procesos y cultura de soporte técnico avanzado con enfoque en calidad y escalabilidad.
→Papel clave en convertir insights de soporte en mejoras de producto y resultados para clientes.

Fluent English required

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What they ask for

✓Liderazgo comprobado de equipos técnicos de soporte.
✓Experiencia en construcción y evolución de funciones de soporte técnico a escala.
✓Capacidad para definir estándares de excelencia técnica y de operaciones.
✓Habilidades avanzadas de colaboración con ingeniería, producto y GTM.
✓Experiencia en medición de impacto mediante métricas cualitativas y cuantitativas.
✓Compromiso con el desarrollo de talento y crecimiento profesional de equipos.

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AILanguage AITechnical Support EngineeringProductEngineeringGTMAutomationAIWorkflow OptimizationData-Driven Decision Making

Who should you write to at Deepl?

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Meet DeepL 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 today trust DeepL's Language AI platform for human-like translation, improved writing and real-time voice translation. Founded in 2017 by CEO Jaroslaw “Jarek” Kutylowski, DeepL now has around 1,000 passionate employees and is supported by world-renowned investors including Benchmark, IVP, and Index Ventures. Our goal is to become the global leader in trusted, intelligent AI technology, building products that drive better communication, foster connections, and create a meaningful impact. To achieve this, we need talented people like you to join our journey. If you’re ready to shape the future of AI and grow your career in a fast-moving, purpose-driven environment, DeepL is your next destination. What sets us apart What sets us apart is our blend of cutting-edge AI technology, meaningful work, and a culture where people truly thrive. We’re a team of innovators, researchers, and creators driven by a shared purpose to unlock human potential by making work simpler, smarter, and more connected. When we share what it’s like to work at DeepL, the reactions are overwhelmingly positive. This might be because of our technology that helps millions of people and businesses communicate and work better every day, or because of the trust, curiosity, and care that shape our culture. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation, growth, and well-being. Discover more about life at DeepL on LinkedIn , Instagram , and our Blog . About the Role As Senior Manager, Technical Support Engineering, you'll shape the future of our technical support function. You'll lead and develop a team of technical support specialists and establish a new technical support engineering function. This leadership role is pivotal in defining what excellence looks like for the technical support craft, and setting the direction for how the function evolves as we scale. Working closely with Engineering, Product, and GTM, you'll elevate how technical support operates, improve how we solve complex customer problems, and turn support insight into product improvements and stronger customer outcomes. This is a high-impact opportunity for a leader who combines deep technical judgment with strong cross-functional partnership and a genuine passion for developing teams and building functions. What You'll Do Set the direction for the technical support craft. Translate company goals into a clear strategy for the function: strong technical capability, collaborative ways of working, and consistent delivery. Define what excellent technical support looks like and build the roadmap to get there. Lead and grow technical support experts. Guide technical support experts across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution. Build a culture of expertise, accountability, and continuous improvement that scales beyond a single team or geography. Develop specialist talent. Create clear growth paths for technical support engineers and specialists, identifying where deeper product and platform expertise will have the greatest impact. Invest in coaching and knowledge-sharing so expertise scales across teams rather than sitting with a few individuals. Evolve the support model. Modernize how technical support operates, driving specialization, workflow optimization, and the thoughtful adoption of automation and AI. Reduce operational friction and ensure the team is enabled to focus on the highest-value, most technically complex problems. Measure what matters. Mature how success is measured, going beyond core support metrics to quality, technical effectiveness, and customer outcomes.

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