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
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