Head of Technical Support Engineering

Deepl; Greater London; On-site; GBP 90,000 - 130,000; Full time

Job summary

DeepL, a global AI translation leader, is seeking a Senior Manager, Technical Support Engineering to shape and scale a new technical support function. You will lead a team across regions, partner with Engineering, Product and GTM, and set excellence standards for customer outcomes.

You’ll grow experts, modernize support models with automation and AI, and turn support insights into product improvements. The role demands strategic thinking and strong people leadership in a fast-moving SaaS

Qualifications

• Significant leadership experience in Technical Support or Technical Support Engineering.
• Deep understanding of technical support in a SaaS environment.
• Experience building specialist capabilities in troubleshooting and product knowledge.
• Proven ability to manage cross-functional partnerships with product and engineering.
• Strong data-driven approach to measure and improve outcomes.

Responsibilities

• Define strategy and roadmap for the technical support craft.
• Lead and grow a global team of technical support experts.
• Develop growth paths and coaching for engineers and specialists.
• Modernize support models with automation and AI.
• Measure success using quality, technical effectiveness and customer outcomes.
• Collaborate with Engineering, Product, and GTM to align priorities.
• Drive product improvements from support insights.
• Lead through growth and scaling during launches.

Skills

Leadership maturity

Technical support craft

SaaS technical fluency

Evolving support models

Organizational design

Stakeholder mastery

Operational excellence

Customer-first mindset

Job description

DeepL, a global AI translation leader, is seeking a Senior Manager, Technical Support Engineering to shape and scale a new technical support function. You will lead a team across regions, partner with Engineering, Product and GTM, and set excellence standards for customer outcomes.

You’ll grow experts, modernize support models with automation and AI, and turn support insights into product improvements. The role demands strategic thinking and strong people leadership in a fast-moving SaaS