Technical Support Engineering Leader

Mat Vin; Greater London; Hybrid; GBP 120,000 - 160,000; Full time

Job summary

DeepL is seeking a Senior Manager, Technical Support Engineering in London to shape and lead the new technical support engineering function, partnering with Engineering, Product and GTM to raise technical excellence and customer outcomes.

You will build a high-performing team across regions, develop growth paths for engineers, and modernize the support model with automation and AI to drive efficiency and quality.

Qualifications

• Significant leadership experience in Technical Support or Technical Support Engineering in a high-growth B2B SaaS environment.
• Deep understanding of what constitutes excellent technical support, with emphasis on troubleshooting, escalation management, and product knowledge.
• Experience leading cross-functional collaboration with Engineering, Product and GTM teams.

Responsibilities

• Set direction for the technical support craft and define a clear strategy and roadmap.
• Lead and grow technical support experts across regions, building a culture of expertise and accountability.
• Develop clear growth paths for engineers and specialists, focusing on upskilling across teams.
• Evolve the support model with automation and AI, reducing friction while maintaining depth and quality.
• Measure success with quality, technical effectiveness, and customer outcomes, using data to guide priorities.
• Partner with Engineering, Product, and GTM to align support priorities with broader company strategy.
• Identify patterns in customer pain points and translate them into product and engineering improvements.
• Guide teams through growth, change, and product launches to scale operations.

Skills

Leadership

Technical depth

SaaS experience

Stakeholder management

Operational excellence

Job description

DeepL is seeking a Senior Manager, Technical Support Engineering in London to shape and lead the new technical support engineering function, partnering with Engineering, Product and GTM to raise technical excellence and customer outcomes.

You will build a high-performing team across regions, develop growth paths for engineers, and modernize the support model with automation and AI to drive efficiency and quality.