Technical Support Manager (m/f/d) L2
At a glance
Manager-level IT Support & Helpdesk role at voize. Remote, Germany · full-time · no salary stated · we estimate €54,118–€71,250 across Germany.
voize has not published a salary for this role. The figure below is our estimate, not theirs.
remoteroles summary, based on the employer's posting.
What you'll do
- Take complex cases passed up from first-line support through diagnosis, customer updates and resolution
- Trace care-software integration faults, including interface errors, mismatched data and customer-side Windows or Linux setups
- Work with facility IT teams to resolve network barriers involving firewalls, proxies, certificates and managed shared devices
- Coordinate urgent incidents with Engineering, identify affected facilities and keep customers and internal teams informed
- Turn repeat faults into lasting fixes through root-cause reviews, release checks, support guides and coaching for first-line colleagues
What you bring
- You have used Grafana, Sentry or similar listed monitoring tools, with strong knowledge of firewalls, proxies, DNS and certificates
- You can administer Windows or Linux systems in customer or enterprise settings and investigate logs, configurations and command-line output
- You have hands-on experience with APIs and tracing data failures between integrated systems
- You have handled complex escalations at second or third-line support level
- You speak German at C2 or bilingual proficiency
Who this fits
This role suits a hands-on technical support manager who enjoys investigating complex customer problems and working directly with Engineering. The position is remote from Germany or based in Berlin, and requires C2-level or bilingual German.
From the employer
🎤 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.
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 / 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? Apply now! 🚀
We look forward to your application and can’t wait to meet you – no matter who you are or what background you have!
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