Technical Support Manager L2

voize; United States; Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Stock options

30 отпускных дней

Germany Transport Ticket

Urban Sports Club

Доступ к Blinkist/Audible

Job summary

voize ищет менеджера технической поддержки для управления самой сложной клиентской корреспонденцией и эскалирований на уровне 2–3. Вы будете работать на стыке AI-продукта, IT заказчика и немецкого care-ecosystem, напрямую взаимодействуя с инженерной командой, минуя очереди поддержки.

Требуется опыт в поддержке сложных систем, отличное знание немецкого языка и готовность работать в гибком формате: гибрид или удалённо в рамках Германии с офисом в Берлине.

Qualifications

• Практический опыт работы с инструментами наблюдаемости (Grafana, Sentry) и сильные навыки сетевых основ (firewalls, proxies, DNS, TLS/сертификаты).
• Администрирование Windows и/или Linux в корпоративной или клиентской среде.
• Опыт владения API и интеграциями систем.
• Опыт ведения эскалаций 2-го/3-го уровня в сложных окружениях.
• Наличие немецкого языка на уровне C2 (билингвальные клиенты).

Responsibilities

• Ведение эскалированных кейсов 1-й линии поддержки от начала до конца: репродуцировать проблему, изолировать fault на уровне приложения, сети и внешних сервисов, держать клиента в курсе.
• Отладка интеграций с немецкими системами документации в области здравоохранения: ошибки интерфейсов, несоответствия данных и конфигурации.
• Разбор причин на стороне клиента: брандмауэры, прокси, сертификаты, устройства MDM, взаимодействие с IT заказчика.
• Лидерство в инцидентах: оценка охваченных объектов, координация с инженерной командой, своевременная коммуникация.
• Преобразование повторяющихся проблем в постоянные решения: анализ причин, участие в QA, документация и обучение коллег.

Skills

German proficiency (C2)

2nd/3rd-level escalations

Windows/Linux администрирование

APIs и системные интеграции

Observability/monitoring

Networking fundamentals

Tools

Grafana

Sentry

Job description

Описание

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.

Задачи

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 / bilingual 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.