Technical Support Manager (m/f/d) L2

Job description

## 🎤 Why voize? Because we’re more than just a job! At voize, **we believe the greatest gift to frontline workers is time - time to care, connect, and be present.** Today, that time is lost to **busywork and complex systems** that pull them away from what matters most: **people**. **Our vision is to change that by building AI companions** that seamlessly take over digital workflows. We don't replace humans with technology - **we amplify their impact.** Our mission is backed with a **$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** to ease their daily workload. As a dynamic team, we combine first-in-class technology with meaningful social impact. **And now, we’re looking for you to join us on this mission!** ## **💡 Your Mission: Keep 2,000+ care facilities running** 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. ## **🚀 Your Daily Business - No two days are alike** - **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 ## **🤝 Your Skillset — What you bring to the table** - **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 - **Solid Windows and/or Linux system administration** in enterprise or customer environments - you're at home in logs, configs, and the command line - **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** - **German proficiency at C2 / billingual level - our customers work with us in German**, so this is a hard requirement ## 🌱 Growing together – what you can expect at voize - 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 ## ✨ **Ready to talk?** Apply now! 🚀 We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!