Technical Support Specialist

DeepL is Germany's best-known AI company. We develop neural networks to help people work with language. With DeepL Translator, we have created the world's best machine translation system and made it available free of charge to everyone online. Over the next few years, we aim to make DeepL the world's leading language technology company. Our goal is to overcome language barriers and bring cultures closer together.

What distinguishes us from other companies? DeepL (formerly Linguee) was founded by developers and researchers. We focus on the development of new, exciting products, which is why we spend a lot of time actively researching the latest topics. We understand the challenges of developing new products and try to meet them with an agile and dynamic way of working. Our work culture is very open because we want our employees to feel comfortable. In our daily work we use modern technologies - not only to translate texts, but also to create the world's best dictionaries, and solve other language problems.

We are looking for a Technical Support Specialist who will thrive on providing support and can become an ambassador for DeepL's products and an expert on our customers' needs in order to troubleshoot and rapidly resolve inquiries through various channels of communication. You're a great match if you possess fantastic trouble-shooting skills, are driven to help customers and have the ability to dive deep into a new product to learn it inside and out.

Your Responsibilities

• Through root cause analysis, understand our customer requests and work with Support, Product, Sales and Engineering Teams to prioritize fixes in order to prevent future occurrences of these ticket types.
• Provide technical support to customers, including troubleshooting technical issues and providing guidance on product features and functionality.
• Collaborate closely with Core Customer Support Specialists and Payment Specialists to ensure that customer issues are resolved quickly and effectively.
• Receive escalations from the Core Support Specialists on technical topics that require a deeper investigation to resolve (API, CAT tools, plugins, network issues, etc.).
• May escalate further and collaborate with backend support teams as needed for more complex scenarios and follow up until resolution.
• Act as Customer Liaison and point of contact for the Support team and Customers.

What we offer

• Make an impact! We break down language barriers worldwide and bring different cultures closer together.
• Experience the excitement of a rapidly growing scale-up. Over the last year we doubled in size with employees located across UK, Netherlands, Germany, Poland, and Japan.
• We've got your back. We are an experienced, highly committed team with transparent decision-making processes. We cherish collaboration and efficiency, but the human approach, trust, empathy, and inclusivity are just as important.
• Flexible work arrangements: with office hubs in Cologne, Berlin, London, and Amsterdam, you choose where and how you work. We offer fully remote work from UK/DE/NL/PL/US, no strings attached, no 'to be reviewed' - DeepL is a remote-positive company now and forever.
• Regular innovative team-building events - internationally, as well as whole company events.
• The opportunity to shape a product experience for an unlimited market with a diverse customer base (international customers, from start-ups to large corporations).
• With our people-centric approach, we value Life-Domain Balance and mental well-being! We provide a mental well-being app with access to psychologists, group sessions, and self-guided learning tools.
• Annual education budget to advance your skills with courses & qualifications of your choice.

About you

• Solid experience with customer subscription systems as well as REST APIs.
• A desire to learn, master and teach.
• A good understanding of business processes and subscription systems is a plus.
• Ideally, you have a Computer science degree.
• 2+ year technical customer support experience preferred.
• Fluent English in your everyday work is no challenge for you. German and additional languages are advantageous.

Please make sure to send your application in English. We are looking forward to your application!