Technical Support Manager

About the Company

voize builds AI companions that seamlessly take over digital workflows for frontline workers in healthcare. Backed by $50M Series A funding, our mission is to amplify the impact of care teams by automating busywork, allowing them to focus on what matters most: people.

Responsibilities

• Own escalated cases from 1st-level support end-to-end, including reproduction and isolation of faults across app, backend, and customer networks
• Debug integrations with German care documentation systems, addressing interface errors and data mismatches
• Untangle customer-side IT issues involving firewalls, proxies, certificates, and MDM-managed devices
• Lead critical incident response, driving resolution with Engineering and managing stakeholder communication
• Perform root-cause analyses to turn recurring issues into permanent fixes and contribute to QA and runbooks
• Mentor 1st-level colleagues and help shape escalation playbooks

Requirements

• Hands-on experience with observability tools like Grafana or Sentry
• Solid Windows and/or Linux system administration skills
• Strong networking fundamentals (firewalls, proxies, DNS, TLS/certificates, routing)
• Experience with APIs and system integrations
• Proven track record owning 2nd/3rd-level escalations in complex environments
• Native or C2 level German fluency
• Strong English communication skills for internal collaboration

Preferred Qualifications

• Experience with MDM or device-fleet management
• Knowledge of virtualization or Docker
• Experience with web servers like IIS or Nginx
• Background in healthcare or regulated-industry software

Benefits

• Stock options
• 30 vacation days plus your birthday off
• Germany Transport Ticket
• Urban Sports Club membership
• Regular company off-sites
• Access to learning platforms (Blinkist, Audible)
• Flexible working hours and hybrid work setup