Technical Support Manager (m/f/d) L2

💡 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.

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