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 technical customer cases, isolate faults, and debug care software integrations in real-time while collaborating closely with our engineering team.
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 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).
- Entwirren Sie 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, which means you will tackle challenges, grow quickly, and make a real impact by giving healthcare professionals more time for genuine 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
