Job
- Level
- Experienced
- Job Field
- IT, Support
- Employment Type
- Full Time
- Contract Type
- Permanent employment
- Location
- Berlin
- Working Model
- Hybrid, Onsite
Job Summary
In this role, you handle complex customer technical issues, isolate faults across systems, and coordinate with the Engineering team to develop permanent solutions while ensuring clear communication with users.
Job Technologies
Your role in the 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 a Technical Support Manager, you own our most technically challenging 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 in between. And your work has leverage: one root cause you identify 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).
- Entwirre die IT-Seite des Kunden - Firewalls, Proxies, Zertifikate, MDM-verwaltete Shared Devices - oft in direkter Abstimmung mit der IT-Abteilung einer Einrichtung.
- 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.
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Our expectations of you
Qualifications
- 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 / bilingual level - our customers work with us in German, so this is a hard requirement.
Experience
- 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.
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What we offer
- 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, which means flexible working hours and a good hybrid setup.
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Topics You Will Work On
Job Locations
About Your Employer
voize GmbH
voize GmbH is a modern startup based in Berlin/Potsdam that supports caregivers through an app with voice assistants. Their AI-driven solution takes over administrative tasks in caregiving and is already in use in over 1,100 facilities to save time and increase efficiency.
Description
- Company Type
- Startup
- Working Model
- Full Remote, Hybrid, Onsite
- Industry
- Healthcare, Social Sector
Technical Support Manager L2
- Location
- Berlin
- Working Model
- Hybrid, Onsite
- Diversity
- Open for all genders
