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.

What will you be doing at DeepL?

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 Product, Customer, 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 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.)

• Escalation and collaboration with engineering and product 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 as described in the Incident Management process: https://backstage.deepl.dev/docs/default/Component/incident-response-docs/training/customer_liaison/

• 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

Qualities we look for

• 3+ year Customer Support experience in a technical and/or support capacity

• Excellent written communication skills, fluent Japanese and English; additional languages are advantageous

• You enjoy working with international customers from around the world

• Experience with troubleshooting complex technical issues and finding solutions for our customers in a friendly and productive manner

What we offer

• Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.

• Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together.

• Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team’s general locations and time zones to foster effective and seamless collaboration.

• Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally.

• Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity.

• 20 days of annual leave: we value your peace of mind. With 20 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.

• Competitive benefits: just as our team spans the globe, so does our benefits package. We've crafted it to reflect the diversity of our team and tailored it to align with your unique location, to ensure you feel supported every step of the way.

If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you!

We are an equal opportunity employer

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.