Senior Manager - Technical Support Engineering

Deepl

Contract type

Ongoing

Work mode

100% remote

Experience

Senior · Not stated

Level inferred from job title

Job description

Set the direction for the technical support craft and translate company goals into a clear strategy for the function
Lead and grow technical support experts across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution
Develop specialist talent and create clear growth paths for technical support engineers and specialists
Evolve the support model by driving specialization, workflow optimization, and the thoughtful adoption of automation and AI
Mature how success is measured, going beyond core support metrics to quality, technical effectiveness, and customer outcomes
Partner across Engineering, Product, and GTM, building trusted relationships with cross-functional peers and senior stakeholders
Drive product and experience improvements by identifying patterns behind complex customer pain points
Lead through growth and change, guiding teams through product launches, organizational change, and new ways of working
Company mission
Information not specified

Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments
Deep understanding of excellent technical support, with experience building specialist capability in troubleshooting, product knowledge, escalation management, and complex issue resolution
Technical fluency in a SaaS environment, including API integration debugging, enterprise identity and authentication (SAML, OAuth 2.0, OIDC, SCIM, RBAC), and common IdP patterns (Okta, Microsoft Entra ID, Google Workspace, or similar)
Track record of modernizing support through specialization, workflow optimization, and the thoughtful adoption of automation and AI
Information not specified
Uncategorized