Senior Manager - Technical Support Engineering

As Senior Manager, Technical Support Engineering, you'll shape the future of our technical support function. You'll lead and develop a team of technical support specialists and establish a new technical support engineering function. This leadership role is pivotal in defining what excellence looks like for the technical support craft, and setting the direction for how the function evolves as we scale. Working closely with Engineering, Product, and GTM, you'll elevate how technical support operates, improve how we solve complex customer problems, and turn support insight into product improvements and stronger customer outcomes.

This is a high-impact opportunity for a leader who combines deep technical judgment with strong cross-functional partnership and a genuine passion for developing teams and building functions.

Set the direction for the technical support craft. Translate company goals into a clear strategy for the function: strong technical capability, collaborative ways of working, and consistent delivery. Define what excellent technical support looks like and build the roadmap to get there.

Lead and grow technical support experts. Guide technical support experts across countries, mentoring them to strengthen technical judgment, troubleshooting depth, and execution. Build a culture of expertise, accountability, and continuous improvement that scales beyond a single team or geography.

Develop specialist talent. Create clear growth paths for technical support engineers and specialists, identifying where deeper product and platform expertise will have the greatest impact. Invest in coaching and knowledge-sharing so expertise scales across teams rather than sitting with a few individuals.

Evolve the support model. Modernize how technical support operates, driving specialization, workflow optimization, and the thoughtful adoption of automation and AI. Reduce operational friction and ensure the team is enabled to focus on the highest-value, most technically complex problems.

Measure what matters. Mature how success is measured, going beyond core support metrics to quality, technical effectiveness, and customer outcomes. Use data to guide priorities, track the impact of key initiatives, and feed learnings back into the broader support strategy.

Partner across Engineering, Product, and GTM. Build trusted relationships with cross-functional peers and senior stakeholders. Represent the voice of technical support in planning and decision-making, ensuring the function's priorities are understood and reflected in broader company direction.

Drive product and experience improvements. Identify the patterns behind complex customer pain points and turn them into clear opportunities for Product and Engineering. Help fixing friction at the source for the benefit of both customers and support teams.

Lead through growth and change. Bring clarity and steadiness as the function scales, guiding teams through product launches, organizational change, and new ways of working.

You are welcome at DeepL for who you are - we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.