Technical Support Manager (m/f/d) L2

<h2>🎤 Why voize? Because we’re more than just a job!</h2><p style="min-height:1.5em">At voize, <strong>we believe the greatest gift to frontline workers is time - time to care, connect, and be present.</strong> Today, that time is lost to <strong>busywork and complex systems </strong>that pull them away from what matters most: <strong>people</strong>.</p><p style="min-height:1.5em"><strong>Our vision is to change that by building AI companions</strong> that seamlessly take over digital workflows. We don't replace humans with technology - <strong>we amplify their impact.</strong></p><p style="min-height:1.5em">Our mission is backed with a <strong>$50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. Today, 2,000+ facilities trust voize, and over 200,000 users rely on our AI companion</strong> to ease their daily workload.</p><p style="min-height:1.5em">As a dynamic team, we combine first-in-class technology with meaningful social impact. <strong>And now, we’re looking for you to join us on this mission!</strong></p><p style="min-height:1.5em"></p><h2><strong>💡 Your Mission: Keep 2,000+ care facilities running</strong></h2><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">As <strong>Technical Support Manager</strong>, 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.</p><p style="min-height:1.5em"></p><h2><strong>🚀 Your Daily Business - No two days are alike</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Own escalated cases from 1st-level support end-to-end: reproduce</strong>, isolate the fault across app, backend, customer network, and third-party systems and keep the customer clearly informed until it's solved</p></li><li><p style="min-height:1.5em"><strong>Debug integrations with leading German care documentation systems</strong>: interface errors, data and schema mismatches, and on-prem configurations in customer environments (Windows/Linux)</p></li><li><p style="min-height:1.5em"><strong>Untangle customer-side IT - firewalls, proxies, certificates, MDM-managed shared devices </strong>- often in direct coordination with a facility's IT</p></li><li><p style="min-height:1.5em"><strong>Take the lead in critical incidents</strong>: assess which facilities are affected, drive resolution together with Engineering, and own clear, timely communication to customers and internal stakeholders</p></li><li><p style="min-height:1.5em"><strong>Turn recurring issues into permanent fixes: root-cause analyses with Product &amp; Engineering</strong>, 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</p></li></ul><h2><strong>🤝 Your Skillset — What you bring to the table</strong></h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em"><strong>Hands-on experience with observability/monitoring tools (Grafana, Sentry) and strong networking fundamentals</strong> (firewalls, proxies, DNS, TLS/certificates) - you can use logs, metrics, and traces to figure out why systems can't talk to each other</p></li><li><p style="min-height:1.5em"><strong>Solid Windows and/or Linux system administration</strong> in enterprise or customer environments - you're at home in logs, configs, and the command line</p></li><li><p style="min-height:1.5em"><strong>Hands-on experience with APIs and system integrations</strong> - you can read a payload and trace where data breaks between systems</p></li><li><p style="min-height:1.5em"><strong>Experience owning 2nd/3rd-level escalations in complex environments</strong></p></li><li><p style="min-height:1.5em"><strong>German proficiency at C2 / billingual level - our customers work with us in German</strong>, so this is a hard requirement</p></li></ul><p style="min-height:1.5em"></p><h2>🌱 Growing together – what you can expect at voize</h2><ul style="min-height:1.5em"><li><p style="min-height:1.5em">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</p></li><li><p style="min-height:1.5em">We foster an open, collaborative culture with regular team events, whether you work from our Berlin office or remotely from Germany</p></li><li><p style="min-height:1.5em">Become a co-creator of our success with stock options</p></li><li><p style="min-height:1.5em">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</p></li><li><p style="min-height:1.5em">You decide when you work best, that means flexible working hours and a good hybrid set-up</p></li></ul><p style="min-height:1.5em"></p><h2>✨ <strong>Ready to talk?</strong> Apply now! 🚀</h2><p style="min-height:1.5em">We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!</p><p>Find <a href="https://www.arbeitnow.com">Jobs in Germany</a> on Arbeitnow</a>