(Senior) Customer Support Manager (all genders)

Avelios Medical GmbH; München; Hybrid; EUR 70.000 - 95.000; Vollzeit

Benefits dieser Stelle

Meal allowance

Germany ticket covered

Urban Sports Club

Wellpass membership

Bike leasing

Corporate benefits

Zusammenfassung

Avelios Medical GmbH is seeking a Senior Customer Support Manager (all genders) to ensure stable operations of our hospital software by resolving complex support requests and incidents. You will collaborate closely with Engineering and Product, and participate in an on-call rotation outside regular business hours.

Responsibilities include triaging and managing incidents with a clinical-impact lens, coordinating bug investigations with Product & Engineering, and maintaining clear knowledge bases.

Qualifikationen

• Experience in technical support, service operations or similar roles, preferably in healthcare.
• Strong analytical and problem-solving abilities with clear communication.
• Familiarity with ticketing systems and basic SQL/log-reading skills.
• Ownership mindset and calm communication during incidents.
• Willingness to participate in an on-call rotation outside business hours.
• Fluent German and very good English skills.

Aufgaben

• Handle complex 2nd-level support requests and incidents via Jira Service Management.
• Triaget and manage incidents with a clinical-impact lens while meeting SLAs.
• Coordinate bug investigation and resolution with Product & Engineering.
• Maintain knowledge assets and runbooks to reduce repeat tickets; leverage AI tools.
• Identify recurring issue patterns and drive improvements based on insights.
• Participate in an on-call rotation outside regular business hours.

Kenntnisse

Analytical skills

Incident management

Ownership mindset

Calm communication

German fluent

English strong

Tools

Jira Service Management

SQL basics

Jobbeschreibung

ABOUT US

Our mission at Avelios is to unlock clinical data to power seamless healthcare operations for better patient care. To do so, we have built a modular software platform that digitizes and optimizes workflows in hospitals with cutting-edge technology in a user-friendly way. With our software, we enable hospitals, doctors & nurses to provide their patients with the best possible care.
We are growing fast and want to keep expanding our team and business to fundamentally digitize healthcare for the better. We appreciate different backgrounds and see diversity as one of our strengths.

THE TEAM AND ROLE

As a (Senior) Customer Support Manager (all genders) you ensure stable operations of our hospital software by resolving complex support requests and incidents. You collaborate closely with Engineering & Product and provide reliable support especially in critical clinical contexts. The role includes participation in an on-call rotation outside regular business hours.

YOUR RESPONSIBILITIES

• Handle complex 2nd-level support requests & incidents via Jira Service Management (analysis, reproduction, prioritization, solutions/workarounds)

• Triage and manage incidents with a clinical-impact lens while meeting SLAs and maintaining clear, consistent case documentation

• Coordinate bug investigation and resolution with Product & Engineering and track progress end-to-end

• Maintain and improve knowledge assets (known issues, troubleshooting guides, runbooks) to reduce repeat tickets, leveraging AI tools to improve analysis and documentation

• Identify recurring issue patterns and drive process & product improvements based on insights

• Participate in an on-call rotation outside regular business hours to handle critical incidents in live operations

YOUR QUALIFICATIONS

• Experience in technical support, service operations, consulting, or similar roles; healthcare/regulated environments are a strong plus

• Strong analytical and structured problem-solving skills; ability to reproduce issues and communicate findings clearly

• Familiarity with ticketing systems (Jira Service Management or similar); basic SQL/log-reading/debugging skills are a plus

• High sense of ownership, reliability, and calm communication in incident situations

• Willingness to participate in an on-call rotation

• Fluent German and very good English skills

YOUR BENEFITS

• Variety in your tasks and the opportunity to take ownership

• An international, informal team structure in a motivating start-up atmosphere, allowing you to participate directly in our customer growth story and the overall success of Avelios

• Ability to gain valuable hands-on experience in a startup backed by leading international VCs

• Support for your personal development through continuous learning and feedback

• Set your own rhythm with flexible working hours and trust-based time tracking

• A virtual stock option package (VSOP) that lets you participate in Avelios' long-term value creation

• A monthly meal allowance up to 75 euros, full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership, a bike leasing program and Corporate Benefits that give you access to discounts from a wide range of providers in various areas