Technical Support Manager (m/f/d) L2

voize; Dortmund; Hybrid; EUR 70.000 - 95.000; Vollzeit

Benefits dieser Stelle

Stock options

30 vacation days + birthday off

Germany Transport Ticket

Urban Sports Club

Learning platforms: Blinkist, Audible

Zusammenfassung

voize is hiring to strengthen our operations team in Germany. You will own escalated cases end-to-end, troubleshoot complex integrations, and coordinate with Engineering on incident responses.

You’ll work with Grafana, Sentry, and network concepts, while supporting German customers at a high level. A hybrid setup in Germany and strong language skills are required.

Qualifikationen

• Hands-on with observability/monitoring tools like Grafana and Sentry.
• Solid Windows and Linux system administration in enterprise or customer environments.
• Hands-on experience with APIs and system integrations.
• Experience owning 2nd/3rd-level escalations in complex environments.
• German proficiency at C2 level (billingual).

Aufgaben

• 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 with Engineering, and communicate to customers and internal stakeholders
• Turn recurring issues into permanent fixes: root-cause analyses with Product & Engineering, contribute to QA, runbooks and knowledge-base articles, mentor juniors

Kenntnisse

Grafana

Sentry

Networking fundamentals

Windows administration

Linux administration

APIs & integrations

German (C2)

Tools

Grafana

Sentry

Jobbeschreibung

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.

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?

We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!