Technical Customer Support Manager (m/f/d)

We are looking for an experienced developer who has fun interacting with people, is very tech-savvy, has a friendly and professional demeanor, and wants to change the world of medical communication with us? Then we're looking exactly for you to join our team as Technical Customer Support Manager (m/f/d), starting as soon as possible!

Since its founding in 2019, Famedly has been committed to digitizing medical communication processes and revolutionizing the healthcare system. Famedly has brought the first gematik-certified TI-Messenger to market, enabling medical teams to exchange sensitive patient information, images, and other files in real-time from anywhere - from medication plans, lab results to X-ray images. As a dynamic, remote-first working startup with a growing and experienced team based in Berlin, we work together every day on our vision of a healthcare system without information barriers.

As Technical Customer Support Manager (m/f/d), you will support us in providing the best possible care to our users by providing technical support, being the first point of contact for technical inquiries, and helping our users optimize their software usage. We are currently restructuring our support model to keep up with our growth. In this role, you will not only be the first point of contact for our customers but also develop into a technical expert who conducts in-depth analyses and works closely with our technical teams. As part of our motivated and diverse team, you will work with all departments on exciting projects and revolutionize healthcare together with us!

Your Tasks:

• You stand as the first point of contact for all technical inquiries from our users and customers (e.g., via email, ticket system, or phone).
• You analyze and categorize problems initially, resolve them independently or escalate technically complex issues to our engineering team.
• You read and interpret logs and work with monitoring dashboards to troubleshoot errors.
• You validate customer-specific configurations and test the reproducibility of errors before qualifying them for our engineering team.
• You document technical solutions and maintain all necessary metadata in Jira, improving our internal guidebook and troubleshooting database.
• You work closely with teams from Customer Success, Infrastructure, and Development to ensure a smooth handover of problem statements.
• You prepare helpful user manuals and tutorials to facilitate self-help for our users.
• You support our team in creating and maintaining best practices and customer strategies to maximize customer satisfaction.
• You analyze usage patterns and identify proactive potential problems or improvement opportunities.

You should bring:

• You have good technical knowledge and experience in technical support, ideally in the software or IT sector.
• Knowledge of fundamental concepts of software architecture.
• An analytical and solution-oriented working style - you want to understand whether a problem lies in configuration, product, or platform.
• You are service-oriented, patient, and enjoy analyzing technical problems and finding solutions.
• You have experience with support tools like ticket systems, CRM, or similar software.
• You bring excellent communication skills in German and can explain technical matters to users in a clear and concise manner.
• You have good English language skills in both spoken and written form, as our company language is English.
• You work independently and structured and enjoy accompanying users in the use of our software and supporting them.
• You have a good sense of priorities, enjoy working across departments, and remain calm-headed even in stressful situations.

Of advantage:

• You hold a completed bachelor's degree, ideally in the fields of computer science, business administration, psychology or an education with strong technical relevance.
• Knowledge in the field of Health-Tech or Medical Informatics.

Why you should work at Famedly:

• Work in a rising startup that is growing rapidly - Since 2019, we have grown very quickly and still have big plans! Famedly has brought the first gematik-certified TI-Messenger to market, and we are developing this with your help!
• Your perfect work-life balance - With remote work, you determine when and where you are most productive. At the same time, you have the opportunity to work in our office in Berlin. You decide: set up your home office or use a co-working space!
• Attractive framework conditions - An unlimited employment contract with a reasonable salary (range between 45-53k € depending on your experience), further education budget, equipment of your choice and 28 vacation days per year.
• Flexible benefits with Probonio - You have a monthly wellbeing budget available that you can use for vouchers at numerous partners or for a discounted membership at Urban Sports Club.
• Eigenverantwortung & Gestaltungsspielraum - At Famedly, you make the difference. Shape the company structures and internal processes from the start with and contribute your individual contribution to bring our mission forward! Every process is worth questioning and optimizing!
• A diverse and international team - We place great value on an open mindset and a diverse and inclusive culture where everyone feels at home.
• - Workshops, teambuildings, virtual game nights, and company events like the bi-annual Famedly Summit.