Technical Support Manager (m/f/d) L2

About This Opportunity

We are representing a fast-growing technology company in the healthcare AI space, based in Berlin. Our client builds intelligent solutions that streamline digital workflows for frontline care workers across Germany. With thousands of facilities relying on their platform daily, system reliability directly impacts patient care quality.

We're seeking a Technical Support Manager (L2) to own the most complex technical escalations. This is a high-impact role where you'll work directly with engineering teams to diagnose and resolve critical issues affecting healthcare facilities across Germany. Your troubleshooting will span AI-powered applications, enterprise IT environments, and integrations with specialized German care documentation systems.

Responsibilities

• Own escalated cases end-to-end: reproduce issues, isolate faults across application layers, backend systems, customer networks, and third-party integrations while maintaining clear customer communication throughout resolution
• Debug integrations with German care documentation platforms: troubleshoot interface errors, data schema mismatches, and on-premises configurations in Windows and Linux environments
• Resolve customer-side IT challenges including firewalls, proxies, certificates, and MDM-managed shared devices, often coordinating directly with facility IT teams
• Lead critical incident response: assess facility impact, drive resolution with engineering teams, and manage transparent communication to customers and internal stakeholders
• Transform recurring issues into permanent solutions through root-cause analysis, contributing to pre-release QA processes, creating runbooks and knowledge-base documentation
• Mentor first-level support colleagues and help develop escalation playbooks as the team scales

What We're Looking For

• Hands-on experience with observability and monitoring tools such as Grafana and Sentry, with strong networking fundamentals including firewalls, proxies, DNS, and TLS/certificates
• Solid Windows and/or Linux system administration experience in enterprise or customer-facing environments, comfortable working with logs, configurations, and command-line interfaces
• Practical experience with APIs and system integrations, able to read payloads and trace data flow issues between systems
• Proven track record owning second or third-level escalations in complex technical environments
• German language proficiency at C2/bilingual level is required as you'll communicate directly with German-speaking customers
• Strong analytical mindset with the ability to work autonomously on complex, ambiguous technical problems

How We Work With You

Candidates apply directly through Get A Job.ai. Our talent team will conduct an initial screening to understand your technical background and career goals. Qualified candidates are then submitted to our client for consideration. Please do not attempt to contact the employer directly, as all communication is managed through our recruiting process to ensure a smooth experience for everyone involved.

Pay

Compensation details will be discussed during the screening process based on experience level.

Equal Opportunity
Get A Job.ai is committed to inclusive hiring practices. We welcome applications from candidates of all backgrounds and work to ensure fair consideration throughout our recruitment process.