Job
- Level
- Erfahren
- Job Feld
- IT, Support
- Anstellung
- Vollzeit
- Vertragsart
- Unbefristetes Dienstverhältnis
- Ort
- Berlin
- Arbeitsmodell
- Hybrid, Onsite
Job Zusammenfassung
In dieser Rolle bearbeitest du komplexe technische Kundenanfragen, isolierst Probleme in IT-Systemen, debugst Integrationen und führst Root-Cause-Analysen durch, um dauerhafte Lösungen zu erreichen.
Job Technologien
Deine Rolle im Team
- When voize works, nurses get 39 minutes of their shift back. When something breaks, a firewall silently blocking sync, an interface mismatch with a facility's care software or a regression after a release; documentation stops and care teams feel it immediately. Your mission: make sure that downtime is minimum, and never happens twice.
- As Technical Support Manager, you own our technically hardest customer cases end-to-end. You work at the intersection of our AI product, real-world facility IT, and the German care software ecosystem - with a direct line to our Engineering team, not a ticket queue between you. And your work has leverage: one root cause you find and fix can resolve an issue for dozens or hundreds of facilities at once.
- Own escalated cases from 1st-level support end-to-end: reproduce, isolate the fault across app, backend, customer network, and third-party systems and keep the customer clearly informed until it's solved.
- Debug integrations with leading German care documentation systems: interface errors, data and schema mismatches, and on-prem configurations in customer environments (Windows/Linux).
- Untangle customer-side IT - firewalls, proxies, certificates, MDM-managed shared devices - often in direct coordination with a facility's IT.
- Take the lead in critical incidents: assess which facilities are affected, drive resolution together with Engineering, and own clear, timely communication to customers and internal stakeholders.
- Turn recurring issues into permanent fixes: root-cause analyses with Product & Engineering, input into pre-release QA, runbooks and knowledge-base articles - and mentor 1st-level colleagues along the way as you help shape our escalation playbooks.
Unsere Erwartungen an dich
Qualifikationen
- Solid Windows and/or Linux system administration in enterprise or customer environments - you're at home in logs, configs, and the command line.
- German proficiency at C2 / billingual level - our customers work with us in German, so this is a hard requirement.
Erfahrung
- Hands-on experience with observability/monitoring tools (Grafana, Sentry) and strong networking fundamentals (firewalls, proxies, DNS, TLS/certificates) - you can use logs, metrics, and traces to figure out why systems can't talk to each other.
- Hands-on experience with APIs and system integrations - you can read a payload and trace where data breaks between systems.
- Experience owning 2nd/3rd-level escalations in complex environments.
Unser Angebot
- We are a fast-growing startup, that means you will tackle challenges, grow quickly, and make a real impact, giving healthcare professionals more time for real patient care.
- We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from Germany.
- Become a co-creator of our success with stock options.
- Generous perks: 30 vacation days plus your birthday off, Germany Transport Ticket, Urban Sports Club, regular company off-sites, and access to learning platforms such as Blinkist and Audible.
- You decide when you work best, that means flexible working hours and a good hybrid set-up.
Themen mit denen du dich im Job beschäftigst
Job Standorte
Das ist dein Arbeitgeber
voize GmbH
Die voize GmbH ist ein modernes Startup mit Sitz in Berlin/Potsdam, das Pflegekräfte mithilfe einer App mit Sprachassistenten unterstützt. Ihre KI-gestützte Lösung übernimmt administrative Aufgaben in der Pflege und findet bereits in über 1.100 Einrichtungen Anwendung, um Zeit zu sparen und die Effizienz zu erhöhen.
Description
- Unternehmenstyp
- Startup
- Arbeitsmodell
- Full Remote, Hybrid, Onsite
- Branche
- Gesundheitswesen, Soziales
Technical Support Manager L2
- Ort
- Berlin
- Arbeitsmodell
- Hybrid, Onsite
- Diversität
- Für alle Personen geeignet (m/w/d)
