Technical Support Engineer (f/m/d) - Cologne

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.

When we tell people about DeepL as an employer, reactions are overwhelmingly positive. Maybe it's because they have enjoyed our services, or maybe they just want to get on board with our quest to break down language barriers and facilitate communication.


What will you be doing at DeepL?

We are looking for a technical support professional who thrives on providing support through various channels of communication including: email, help centre articles and social media such as Twitter. 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

  • Provide empathetic, accurate, responsive, resourceful and conscientious technical support
  • Evaluate, troubleshoot, and follow-up on customer issues as well as replicate and document for further escalation
  • Understand technical jargon and communicate clearly with beginner level users to developers in our tickets as well as help centre articles
  • Empower end-users to support themselves using our help centre
  • Partner with our Support, Sales and Engineering teams to resolve customer issues efficiently

What we offer

  • A product used by more than 100 million people worldwide
  • A friendly, international, and highly committed team with a lot of trust and very short decision making processes
  • Meaningful work: We break down language barriers worldwide and bring different cultures closer together
  • Regular team events
  • A comfortable office in Cologne and a lot of flexibility

About you

  • Proficient in SQL
  • Experience with REST APIs
  • Basic understanding of how SaaS integrations work
  • Experience troubleshooting in a SaaS environment 
  • A desire to learn, master and teach
  • Good understanding of business processes and subscription systems is a plus
  • Computer science degree preferred
  • 2+ year technical customer support experience preferred
  • Good knowledge of English and German, knowledge of other languages is advantageous

 

We are looking forward to your application!