Technical Support Manager (L2) (mfd)

Why voize Because were 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 dont 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 2000 facilities trust voize and over 200000 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 were looking for you to join us on this mission!

Your Mission: Keep 1000 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 facilitys 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 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 its 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 facilitys 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 that make the whole team faster

• Mentor 1st-level colleagues on technical topics and help shape our escalation playbooks as the team grows

Your Skillset What you bring to the table

• Hands-on experience with observability/monitoring tools (e.g. Grafana Sentry) you can use logs metrics and traces to quickly isolate issues

• Solid Windows and/or Linux system administration in enterprise or customer environments youre at home in logs configs and the command line

• Strong networking fundamentals (firewalls proxies DNS TLS/certificates routing) you can figure out why two systems cant talk to each other

• 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 structured calm and thorough under pressure

• Clear empathetic communication with very different audiences: care home administrators external IT providers and our engineers

• German 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

Our Success Mindset How we work at voize

• You take ownership when a case is yours its yours until its solved documented and prevented

• Youre resilient you see challenges as opportunities not obstacles

• You work iteratively test learn and improve instead of aiming for perfection

• You value open feedback and contribute to a positive transparent team culture

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 cant wait to meet you no matter who you are or what background you have!

Required Experience:

Manager