Level 2 Technical Support Manager

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.

💡 Your Mission: Keep 2,000+ 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 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. 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 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—you're 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 can't 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.