DeepL10.04.2026
Senior Technical Support Engineer
Полная занятостьУдалёнка
Обязанности
- 01Own regular tickets and complex escalations for DeepL API and enterprise customers from intake through resolution
- 02Troubleshoot customer issues involving translation workflows, authentication flows, SAML/OIDC, SCIM sync behavior, role/permission issues, and integration misconfigurations
- 03Join customer video calls to investigate issues live with developers, enterprise administrators, and end users
- 04Reproduce defects, gather technical evidence, identify whether issues are caused by product bugs, customer configuration, third-party systems, or documentation gaps
- 05Use AI tools effectively and responsibly during troubleshooting, including for log analysis, hypothesis generation, issue summarization, and debugging workflow acceleration
- 06Provide clear workarounds and resolution plans, and communicate status confidently during high-severity cases
- 07Partner closely with Engineering, Product, Security, Professional Services and Solution Consulting to drive fixes and improve product reliability
- 08Build and maintain playbooks, troubleshooting guides, internal documentation, and reusable diagnostic patterns
- 09Mentor Support specialists through case reviews, shadowing, onboarding, and technical training
- 10Contribute lightweight automation, scripts, dashboards, or tools that improve support efficiency and case quality
Требования
- 01Experience in a highly technical support role working for a SaaS organisation
- 02Strong API integration debugging skills using tools such as Postman, curl, browser dev tools, and log/audit inspection
- 03Strong understanding of SAML, OAuth 2.0, OpenID Connect, SCIM, provisioning/deprovisioning, RBAC, and common IdP patterns
- 04Hands-on experience troubleshooting integrations involving Okta, Microsoft Entra / Azure AD, Google Workspace, or similar platforms
- 05Familiarity with troubleshooting using AI tools, and judgment to use those tools safely, critically, and efficiently
- 06Familiarity with SQL and basic scripting in Python or Bash
- 07Experience collaborating with Product and Engineering
- 08Ability to explain technical issues clearly to both developers and less technical administrators
- 09Confidence running live debugging sessions over video with customers
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
- 03Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week
- 04Virtual Shares - An ownership mindset in every role