Technical Support Manager (L2) (m/f/d)

Technical Support Manager (L2) (m/f/d) LocationBerlin; Frankfurt; Göttingen; Hamburg; MunichEmployment TypeFull timeLocation TypeRemoteDepartmentCustomer Support🎤 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 1,000+ care facilities runningWhen 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 never lasts long, and never happens twice.As Level 2 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 alikeOwn 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 solvedDebug 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 ITTake the lead in critical incidents: assess which facilities are affected, drive resolution together with Engineering, and own clear, timely communication to customers and internal stakeholdersTurn recurring issues into permanent fixes: root-cause analyses with Product & Engineering, input into pre-release QA, runbooks and knowledge-base articles that make the whole team fasterMentor 1st-level colleagues on technical topics and help shape our escalation playbooks as the team grows🤝 Your Skillset — What you bring to the tableHands-on experience with observability/monitoring tools (e.g., Grafana, Sentry) — you can use logs, metrics, and traces to quickly isolate issuesSolid Windows and/or Linux system administration in enterprise or customer environments — you're at home in logs, configs, and the command lineStrong networking fundamentals (firewalls, proxies, DNS, TLS/certificates, routing) — you can figure out why two systems can't talk to each otherHands-on experience with APIs and system integrations — you can read a payload and trace where data breaks between systemsExperience owning 2nd/3rd-level escalations in complex environments — structured, calm, and thorough under pressureClear, empathetic communication with very different audiences: care home administrators, external IT providers, and our engineersGerman at C2 / native level — our customers work with us in German, so this is a hard requirement (plus good English for internal collaboration)Nice to have: MDM / device-fleet management, virtualization or Docker, web servers (IIS/Nginx), experience with healthcare or other regulated-industry software🎯...