(Senior) Customer Support Manager (all genders)

The role

You will ensure stable operations of hospital software by resolving complex support requests and incidents. You will collaborate with Engineering and Product and participate in an on-call rotation.

What you will do

• Handle complex 2nd-level support requests and incidents via Jira Service Management
• Triage and manage incidents with a clinical-impact lens
• Coordinate bug investigation and resolution with Product and Engineering
• Maintain and improve knowledge assets like troubleshooting guides and runbooks
• Identify recurring issue patterns to drive process and product improvements
• Participate in an on-call rotation outside regular business hours

Required qualifications

• Experience in technical support, service operations, consulting, or similar roles
• Strong analytical and structured problem-solving skills
• Ability to reproduce issues and communicate findings clearly
• Familiarity with ticketing systems
• High sense of ownership, reliability, and calm communication in incident situations
• Willingness to participate in an on-call rotation
• Fluent German
• Very good English skills

Nice to have

• Healthcare/regulated environments
• Basic SQL/log-reading/debugging skills

Benefits

• Variety in tasks and opportunity to take ownership
• International, informal team structure in a start-up atmosphere
• Hands-on experience in a startup backed by international VCs
• Support for personal development through continuous learning and feedback
• Flexible working hours and trust-based time tracking
• Virtual stock option package (VSOP)
• Monthly meal allowance up to 75 euros
• Full coverage of the Deutschlandticket, Urban Sports Club or a subsidized Wellpass membership
• Bike leasing program
• Corporate Benefits with access to discounts

About the company

Avelios has built a modular software platform that digitizes and optimizes workflows in hospitals. The company aims to unlock clinical data to power seamless healthcare operations.