Meet DeepL

DeepL is a global communications platform powered by Language AI. Since 2017, we’ve been on a mission to break down language barriers. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind. Today, they enable over 100,000 businesses to transform communications, reach new markets, and improve productivity. And, empower millions of individuals worldwide to make sense of the world and express their ideas.

Our goal is to become the global leader in Language AI, building products that drive better communication, foster connections, and make a real-life impact. To achieve this, we need talented individuals like you to join our exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your next destination.

What sets us apart

What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. When we share what it's like to work at DeepL, the reactions are overwhelmingly positive. This may be because of our products that have helped countless people worldwide or our shared mission to improve communication for individuals and businesses, bringing cultures closer together. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation and employee well-being. Discover what our teams have to say about life at DeepL on LinkedIn, Instagram and our Blog.

About our Team

Our Premium Customer Support team at DeepL is a group of passionate, technically adept professionals who thrive on delivering an exceptional customer experience. We serve as the first point of contact for our most valued customers, ensuring their needs are met with speed, accuracy, and empathy.

The team is made up of experienced support specialists who bring a strong background in SaaS environments and technical troubleshooting. We collaborate closely with colleagues across departments—including Engineering, Customer Success, Sales, and DevOps—to ensure a seamless and responsive support experience. Whether it's resolving complex technical issues, escalating critical bugs, or guiding users through advanced product features, we are committed to being product experts and trusted partners for our customers.

We pride ourselves on our global mindset, working across time zones and cultures with flexibility, precision, and a shared dedication to continuous learning. Our environment values curiosity, initiative, and clear communication—especially when it comes to navigating high-impact incidents and guiding our users through them with confidence and care.

Your responsibilities

• Provide timely and accurate responses via our support system to our Premium Enterprise Customers

• Maintain high service standards, understand specific customer needs, troubleshoot, escalate issues, and identify product bugs

• Provide top-quality service while maintaining global and personal KPIs

• Identify product bugs and feature requests, and escalate to relevant teams accurately if required

• Achieve personal KPI’s and actively contribute to team KPI’s

• Become an ambassador for DeepL’s products and an expert on our customers’ needs

• Tackle complex customer requests, including technical issues, via e-mail, and at times via other channels such as messaging and/or chat, phone, and virtual meetings

• Provide guidance to our Premium Support customers on DeepL product features and functionality

• Collaborate closely with the rest of the Customer Support Team, Customer Success, Sales, and other departments to ensure that customer issues are resolved quickly and effectively

• Respond to customers during system outages within agreed timeframes; act as the conduit between our DevOps team and our customers to keep them updated

• Work alongside backend support teams as needed to resolve more complex customer issues, following up with the customer until resolution

• Assist the wider Customer Support team with customer tickets when Premium ticket volume is low

• Occasionally be on call outside of core business hours to support key customers around the clock

Qualities we look for

• You have excellent written communication skills and are fluent in English; using it