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# Technical Support Manager L2

- **Company:** voize GmbH
- **Location:** Dortmund, Germany
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Application Programming Interfaces (APIs), Proxy Servers, Command-Line Interface, Software Debugging, Linux, Document Management Systems, Domain Name System (DNS), Monitoring of Systems, Linux System Administration, Software Product Management, Systems Integration, Transport Layer Security, Grafana, Firewalls (Computer Science), Backend, Sentry
- **Published:** September 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a947dc37dbd59042

## About the Role

* Hands-on experience with observability/monitoring tools (Grafana, Sentry) and strong networking fundamentals (firewalls, proxies, DNS, TLS/certificates) - you can use logs, metrics, and traces to figure out why systems can't talk to each other
 * Solid Windows and/or Linux system administration in enterprise or customer environments - you're at home in logs, configs, and the command line
 * 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
 * German proficiency at C2 / billingual level - our customers work with us in German, so this is a hard requirement

## Description

When 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 downtime is minimum, and never happens twice.

As 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 it's 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 facility's 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 - and mentor 1st-level colleagues along the way as you help shape our escalation playbooks