Technical Support Manager (m/f/d) L2

The role

You will own escalated technical customer cases end-to-end by reproducing and isolating faults across apps, backends, and customer networks. You will debug integrations with German care documentation systems and coordinate with Engineering to resolve critical incidents.

What you will do

• Own escalated cases from 1st-level support end-to-end
• Reproduce and isolate faults across app, backend, customer network, and third-party systems
• Debug integrations with German care documentation systems
• Untangle customer-side IT including firewalls, proxies, certificates, and MDM-managed devices
• Take the lead in critical incidents and drive resolution with Engineering
• Perform root-cause analyses with Product and Engineering
• Provide input into pre-release QA
• Create runbooks and knowledge-base articles
• Mentor 1st-level colleagues

Required qualifications

• Hands-on experience with observability/monitoring tools (Grafana, Sentry)
• Strong networking fundamentals (firewalls, proxies, DNS, TLS/certificates)
• Solid Windows and/or 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 / billingual level

Benefits

• Stock options
• 30 vacation days plus your birthday off
• Germany Transport Ticket
• Urban Sports Club
• Regular company off-sites
• Access to learning platforms such as Blinkist and Audible
• Flexible working hours
• Hybrid set-up

About the company

voize builds AI companions that take over digital workflows to give frontline workers more time. The company is backed by Balderton Capital, HV Capital, and Y Combinator.