German Speaking Technical Team Lead Support

Location: Fully Remote (Must be based in Germany)

Salary: 60000 - 75000 (depending on experience) attractive benefits

Company Size: 1150 employees

Industry: Cloud-SaaS / Health-IT

About Us

We are a pioneer and market leader for digital health data management in Germany. For over 25 years we have been transforming the way medical image data is stored shared and utilized. Acting as the technical backbone for hospitals and medical practices we manage over 30 petabytes of data via our innovative vendor-neutral Cloud Software-as-a-Service (SaaS).

With us you will find flat hierarchies a pragmatic Build Test Learn approach and a team that tackles challenges together. We see change as an opportunity and are looking for someone to actively shape this journey with usentirely from your home office.

Tasks & Responsibilities

In this role you will balance the functional and disciplinary leadership of the support team with reduced hands-on operational involvement in technical support.

• Team Leadership & Development: Take over the functional and disciplinary leadership of the support team prioritize tasks allocate resources and strategically scale the team in a distributed environment.
• Process Optimization: Drive the continuous improvement and structuring of our 1st and 2nd-level support and operations processes.
• Customer Care & Escalation: Serve as a competent primary point of contact for IT staff and PACS teams in hospitals/practices and handle escalation management for key accounts.
• Technical Support: Troubleshoot and resolve complex incidents (1st & 2nd level) relating to our cloud/archive solutions front-end servers and applications.
• Monitoring & Operations: Monitor services on both internal and customer systems and manage the operation of archive applications within our data centers.
• Knowledge Management: Structure and expand our system documentation and internal knowledge base.

Your Profile

Must-Haves:

• Experience: Minimum of 5 years of relevant professional experience in technical customer support (1st & 2nd level).
• Leadership Skills: Initial leadership experience (functional or disciplinary) ideally working with remote teams combined with a genuine desire to build and develop a team.
• Education: Completed IT apprenticeship (e.g. Fachinformatiker) or a relevant degree (a university degree is not mandatory).
• Technical Foundation: Practical know-how regarding Windows Server environments and SQL databases.
• Languages: Professional German language skills (minimum C1) and good English skills (minimum B2). Please note: Due to regulatory and operational requirements you must reside within Germany.
• Mindset: Proactive service-oriented communicator who thrives on driving change optimizing processes and collaborating effectively in a remote-first setup.

Nice-to-Have (Not a dealbreaker):

• Sound knowledge of clinical IT / healthcare-IT (PACS systems DICOM HL7 IHE).
• Familiarity with IT Service Management frameworks (e.g. ITIL).
• Experience with agile working methodologies.

Note for applicants: For this leadership role your strengths in people management process structuring and prioritization are far more important than deep domain-specific healthcare knowledge. If your technical and leadership foundations are strong we will happily train you on the industry specifics!

What We Offer

• Maximum Flexibility: Work 100% remotely from anywhere within Germany giving you the ultimate work-life balance.
• Room for Impact: High level of autonomy to actively shape processes structure support workflows and grow your own team.
• Purpose-Driven Work: An innovative healthcare product with a high tangible social impact.
• Culture: A motivated down-to-earth team that operates eye-to-eye without arrogance collaborating closely across departments (Engineering & Operations) via modern digital tools.
• Attractive Package: A competitive base salary up to 75000 alongside further attractive corporate benefits.