DeepL10.04.2026
Senior Premium Support Specialist
Полная занятостьУдалёнка
Обязанности
- 01Provide timely and accurate support to Premium and Enterprise Customers across email and other channels (such as phone, chat or virtual meetings)
- 02Own a range of Premium support cases, driving investigation, troubleshooting, escalation, coordination and follow-through from intake to closure
- 03Provide clear workarounds and status updates to customers, especially during case escalations
- 04Troubleshoot advanced customer issues involving product behavior, workflows, APIs, integrations, authentication, permissions, configuration and customer environments
- 05Act as an ambassador for our products and an expert on our customers’ needs, guiding Premium Support customers on product features and functionality
- 06Support the wider Customer Support team during periods of lower Premium demand
- 07Act as a point of contact during system outages and incidents, translating technical updates from Engineering into clear customer-facing communication within agreed timelines
- 08Collaborate closely with Customer Support, Customer Success, Sales, Product, Engineering and other internal teams to drive timely resolution and improve customer outcomes
- 09Maintain high service standards, achieve individual KPIs and contribute to team KPIs
- 10Participate in on-call support rotations to ensure continuous support for Premium customers outside core business hours
- 11Help strengthen team readiness through documentation, playbooks, onboarding and knowledge sharing
- 12Contribute to improving support efficiency and quality through better processes, tooling, structured diagnostics and automation where appropriate
Требования
- 01Experience in a customer-facing support role within a SaaS organisation, ideally supporting Premium or Enterprise customers globally
- 02Solid technical troubleshooting skills across areas such as product behavior, workflows, configuration, authentication, permissions, APIs, integrations and customer environments
- 03Confidence handling customer issues end to end, including troubleshooting, escalation, coordination and follow-through
- 04Strong written and verbal communication skills in English; additional languages are a plus
- 05Ability to explain product functionality, technical issues and workarounds clearly to both technical and non-technical audiences
- 06Familiarity with REST APIs and tools such as Postman
- 07Familiarity with authentication and access management concepts in a SaaS environment, including SAML, OpenID Connect, SCIM and user provisioning and deprovisioning
- 08Experience working cross-functionally with teams such as Support, Customer Success, Sales, Product, and Engineering
- 09Sound judgment, strong ownership and a structured approach during escalations, incidents and other high-priority situations
- 10A proactive and adaptable mindset, with a strong interest in developing technical expertise and improving team practices
Условия
- 01Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities
- 02Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication