deepl - Senior Manager - Technical Support Engineering
Requirements
• Leadership maturity. Significant experience leading Technical Support or Technical Support Engineering teams in high-growth B2B SaaS environments. You know how to build high-performing teams and support them through change. • Strong technical support craft. A deep understanding of what excellent technical support looks like, with experience building specialist capability in troubleshooting, product knowledge, escalation management, and complex issue resolution. You create environments where technical experts thrive and scale their impact. • Technical fluency in a SaaS environment. Enough hands-on depth to lead credibly in our domain: you understand 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). You can review a complex escalation, ask the right questions, coach engineers on their troubleshooting approach, and hold your own in technical discussions with Engineering, including sound judgment on where AI tools help and where they don't. • Experience evolving support models. A track record of modernizing support through specialization, workflow optimization, and the thoughtful adoption of automation and AI, improving efficiency without sacrificing quality or technical depth. • Organizational design and talent development. Experience evolving team structures, developing technical specialists, and creating clear growth paths. Able to influence and align beyond your direct reporting line, driving consistent standards and knowledge sharing across regions. • Stakeholder mastery. Proven ability to build trust and influence across Product, Engineering, Sales, Customer Success, Professional Services, and Operations, including at senior levels. You communicate clearly and credibly, especially when translating support insights into business action. • Operational excellence. You combine strategic thinking with hands-on problem-solving to improve workflows, reduce friction, and strengthen day-to-day operations, including escalations, cross-functional issues, root-cause analysis, and incident management. • Customer-first, outcome-driven mindset. You start from the customer's perspective and own outcomes, not just activity. You use customer insights, support signals, and product understanding to prioritise what matters most and align partners around work that delivers real impact.
Responsibilities
• 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.
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