Senior Manager - Technical Support Engineering

Overview

As Senior Manager, Technical Support Engineering, you will lead and shape a scaling technical support function within a fast-growing, B2B SaaS environment. You’ll build and mentor a cross-country team, setting the standard for technical excellence and customer outcomes. You’ll partner with Engineering, Product, and GTM to translate company goals into actionable support strategy and drive product improvements from support insights. This role offers high impact as you modernize the support model, embrace automation and AI, and help DeepL deliver trusted AI-powered translations at scale.

Responsibilities

• Set the direction for the technical support craft and define a clear strategy and roadmap
• Lead and grow technical support experts across countries, fostering accountability and continuous improvement
• Develop specialist talent with clear growth paths and knowledge sharing across teams
• Evolve the support model with specialization, workflow optimization, and adoption of automation and AI
• Measure success with metrics that cover quality, technical effectiveness, and customer outcomes
• Partner with Engineering, Product, and GTM to align priorities and represent support in planning
• Identify patterns in customer pain points and translate them into product/engineering opportunities
• Lead the function through growth, product launches, and organizational change

Key requirements

• Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS
• Deep understanding of what excellent technical support looks like, with specialist capability in troubleshooting, product knowledge, escalation management, and complex issue resolution
• Technical fluency in SaaS: API integration debugging, enterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC) and common IdP patterns (Okta, Microsoft Entra ID, Google Workspace)
• Experience modernizing support through specialization, workflow optimization, and thoughtful automation/AI adoption
• Proven ability to design organizations, develop technical specialists, and promote cross-regional knowledge sharing
• Strong stakeholder management across Product, Engineering, Sales, Customer Success, Professional Services, and Operations
• Operational excellence in workflows, escalations, root-cause analysis, and incident management
• Customer-first, outcome-driven mindset with ability to translate insights into action
• Leadership and people management
• Cross-functional collaboration
• Clear communication and credibility at senior levels
• API debugging in SaaS environments
• Identity and authentication protocols (SAML, OAuth 2.0, OIDC, SCIM)
• RBAC and IdP patterns (Okta, Microsoft Entra ID, Google Workspace)

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