Customer Support Specialist

About the Company

Avelios is on a mission to unlock clinical data to power seamless healthcare operations for better patient care. We have built a modular software platform that digitizes and optimizes workflows in hospitals with cutting-edge technology.

Responsibilities

• Handle complex 2nd-level support requests and incidents via Jira Service Management
• Triage and manage incidents with a clinical-impact lens while meeting SLAs
• Coordinate bug investigation and resolution with Product and Engineering teams
• Maintain and improve knowledge assets, troubleshooting guides, and runbooks
• Identify recurring issue patterns to drive process and product improvements
• Participate in an on-call rotation outside regular business hours to handle critical incidents

Requirements

• Experience in technical support, service operations, or consulting
• Experience in healthcare or regulated environments is a strong plus
• Strong analytical and structured problem-solving skills
• Familiarity with ticketing systems like Jira Service Management
• Basic SQL, log-reading, or debugging skills
• Fluent German and very good English skills
• Willingness to participate in an on-call rotation

Benefits

• International, informal team structure in a startup atmosphere
• Flexible working hours and trust-based time tracking
• Virtual stock option package (VSOP)
• Monthly meal allowance up to 75 euros
• Full coverage of Deutschlandticket or Urban Sports Club/Wellpass membership
• Bike leasing program and Corporate Benefits discounts