Technical Support Specialist (1st & 2nd Level) - HealthTech

About the Company

We are an established HealthTech company based in the Berlin area, dedicated to advancing the digitalization of the healthcare system. We provide a modern, cloud-based practice software that supports doctors' offices and medical facilities in their daily operations.

About the Role

We are seeking a motivated Technical Support Specialist (1st & 2nd Level) (w/m/d) to assist medical practices and facilities with the daily use of our state-of-the-art cloud-based practice software. This position blends technical support, customer interaction, and analytical problem-solving, working closely with Product, QA, and Engineering teams to sustainably improve digital practice processes.

Your Responsibilities

• Handle customer inquiries for 1st and 2nd level support.
• Provide support via phone, ticketing system, and remote assistance.
• Analyze, classify, and resolve technical issues.
• Support doctor's offices and medical facilities in their daily operations.
• Assist with the integration and support of devices, labs, and interfaces (LDT/GDT).
• Provide support related to the Telematics Infrastructure (TI).
• Escalate complex cases to Product, QA, and Engineering teams.
• Support technical onboarding processes.
• Conduct user training sessions.
• Maintain knowledge bases and documentation.
• Optimize internal support processes.
• Assist the first-level support team during high request volumes.

Your Profile

• Technical understanding, service orientation, and enjoyment of direct customer contact.
• Minimum of two years of professional experience in technical support.
• Experience in 1st and 2nd level support.
• Experience interacting with customers and users.
• Analytical and structured problem-solving skills.
• Good knowledge of computer technology, networks, and data communication.
• Experience with CRM and ticketing systems.
• Experience with Salesforce or comparable solutions.
• Good knowledge of PostgreSQL.
• Basic knowledge of Docker.
• Very good German language skills (native level).
• Good English language skills.
• High level of service and customer orientation.

Additional Strengths (Nice to Have):

• Experience in the healthcare sector.
• Knowledge of practice management systems.
• Experience with medical devices.
• Knowledge of laboratory connections.
• Experience with LDT and GDT.
• Knowledge of the Telematics Infrastructure.
• Experience with Jira or Linear.
• Experience in the SaaS environment.
• Knowledge of logging and monitoring.

What You Can Expect

• Location: Berlin
• Hybrid Model: Three days in the office, two days remote per week.
• Standard Support Hours: No on-call or standby duty.
• Modern Equipment: Provided with modern hardware.
• Flexible Work: Flexible working arrangements.
• Flat Hierarchies: Open and accessible management structure.
• International Collaboration: Work within an international team.
• Autonomy & Impact: Significant scope for initiative and personal responsibility.
• Benefits: Company pension scheme, 29 vacation days, team events, and a collegial team environment.

Why This Role is Exciting

• Work with a modern cloud platform, not traditional on-premise solutions.
• Directly contribute to the digitalization of medical facilities.
• Your work has an immediate impact on the daily operations of doctor's offices.
• Collaborate closely with Product, QA, and Engineering teams.
• Actively improve and shape support processes.
• Operate within a future-proof HealthTech market.
• Experience international collaboration as part of your daily work.
• Enjoy a combination of dynamism, technological sophistication, and stable working conditions.