Technical Support Specialist

At dexter health, we build AI-powered software for nursing facilities. Our mission is to reduce administrative work in healthcare, allowing caregivers more time for people.

We are looking for a structured, analytical, and communicative individual to help build our technical customer interface. In this role, you will be the connection between customers, Customer Success, Product, and Engineering. You will analyze technical customer inquiries, research internal systems, structure bug reports, and ensure that open issues are reliably tracked to resolution.

This is not a classic call center or helpdesk role. You don't need to be a developer, but it's important that you are eager to understand technical contexts, think systematically, communicate clearly, and take responsibility for open issues. You will work closely with Customer Success, Product, Engineering, and our CTO. We don't expect you to know everything from the start, but we do expect you to learn quickly, work systematically, and maintain an overview even with unclear problems.

Your Responsibilities

As a Technical Support Specialist, you will:

• Analyze technical customer inquiries and investigate what actually happened in the system.
• Research using tools such as HubSpot, Linear, Slack, Sentry, Logs, and internal admin systems.
• Examine specific cases, e.g., file transfers, timestamps, system events, or error messages.
• Structure technical problems so that Product and Engineering can work with them quickly.
• Create clear bug reports with context, customer impact, priority, and relevant details.
• Track tickets end-to-end and ensure that open issues are not left unresolved.
• Keep Customer Success, customers, and internal teams informed with clear status updates.
• Coordinate technical discussions with contacts on the customer side.
• Support implementations when technical questions or dependencies arise.
• Document recurring issues, workarounds, and internal processes.
• Help build our support and escalation processes.

Your Qualifications

We care less about years of professional experience and more about structured thinking, clear communication, learnability, diligence, and ownership. We are looking for individuals who want to understand problems, consolidate information cleanly, and pursue issues to resolution rather than simply passing them on.

Must-have:

• Very good German (written and spoken, at least C1 level).
• Good English skills (at least B2 level).
• Structured, analytical, and solution-oriented thinking.
• Clear, binding, and professional communication.
• High reliability and the ability to consistently follow up on open issues.
• Interest in software, technical systems, and digital processes.
• No fear of technical details like logs, IDs, timestamps, data, or error messages.
• Ability to consolidate information from various sources and derive a clear assessment.
• Ability to translate between the customer perspective and the technical perspective.
• Careful handling of sensitive and documentation-relevant data.
• Calmness and structure even with unclear or urgent problems.

Nice-to-have:

• Initial experience in B2B SaaS, Customer Success, Operations, Product Operations, technical support, or project management.
• Basic knowledge of SQL, APIs, databases, software logs, or bug tracking.
• Experience with tools like HubSpot, Linear, Slack, Sentry, or ticketing systems.
• Experience in healthcare, nursing, or with documentation-relevant processes.
• Experience in technical customer communication or implementation coordination.
• University degree or apprenticeship in Business Informatics, Computer Science, Business Administration with a tech focus, or a comparable field.
• Experience with AI tools like ChatGPT, Claude, Codex, Cursor, or similar.

This role is likely not suitable for you if:

• You are looking for a classic call center or pure first-level support role.
• You only want to do Customer Success and have no interest in technical analysis.
• You are looking for a pure development role.
• You do not want to examine technical details.
• You prefer to pass on open issues rather than consistently follow them up.
• You need very precise instructions before you can start.
• You dislike working with unclear problems.
• You prefer a highly hierarchical, slow-moving corporate environment.
• You have no interest in software, data, logs, or technical processes.

What We Offer

• 100% Home Office / Remote Work.
• Fair compensation based on skills, experience, and location.
• Close collaboration with Customer Success, Product, Engineering, and CTO.
• Responsibility for a key interface function within the company.
• Work on software used in real care processes.
• High learning potential in a growing B2B SaaS company.
• Modern tools and an AI-adjacent workday.
• Opportunity to build a new operational function at dexter health.

Why?

Caregivers spend too much time on documentation, coordination, and administrative work. We build technology that reduces this burden. For our software to function reliably in daily use, technical customer problems need a clean interface: someone must understand what happened, gather information, prioritize internally, provide feedback, and track issues to resolution. We are now building exactly this function. If you enjoy working systematically, want to understand technical contexts, communicate clearly, and take responsibility for real customer problems, we look forward to your application.