Technical Support Manager / Technical Support Specialist (m/w/d)

We develop a platform for systematic employee engagement in healthcare and other personal-intensive industries.

Our customers use Value to make appreciation, benefits, communication, employee surveys, and HR processes easier, digital, and more effective. Just in healthcare, institutions face great challenges: staff shortages, high workload, complex processes, and the question of how employees can be reached, integrated, and retained in the long term.

To help our customers implement Value smoothly, we are looking for you as a technical interface between customers, Customer Success, and product development.

💡 Your Mission

As Technical Support Manager / Technical Support Specialist (m/w/d), you ensure that Value runs smoothly at our customers' sites.

You support with technical questions, analyze errors, accompany interface and integration processes, and ensure that our customers receive quick, understandable, and solution-oriented help.

You are not just a problem solver but also an interpreter between customer requirements, technical systems, and our product team.

🚀 Your Responsibility Area

Technical Support & Error Analysis

• You handle technical support requests from our customers and internal teams.
• You analyze problems around user accounts, app access, data imports, interfaces, browsers, devices, and system environments.
• You recognize patterns in recurring problems and lead improvements accordingly.
• You ensure clear communication with customers – even for complex technical topics.

Interfaces & Integrations

• You accompany data imports and exports, check data quality, and help with technical clarifications with customer IT or software partners.
• You document technical setups, requirements, and special features of individual customer environments.
• You work closely with our product and development team to ensure smooth handovers.

Process Improvement & Documentation

• You build our internal AI knowledge database and support documentation.
• You develop recurring support processes further, so that customers receive help more quickly and structuredly.
• You support Customer Success with technical questions during onboarding and ongoing operation.
• You help translate customer needs from the workplace into concrete product improvements.

Qualification

🤝 Your Profile

Experience & Skills

• Experience in technical support, customer support, IT support, SaaS support, or a comparable role.

• Good technical understanding of web applications, interfaces, data flows, and system environments.

• Experience with APIs, CSV imports, data structures, or integrations is a plus.

• You can analyze technical problems structuredly and explain them clearly.

• You work reliably, solution-oriented, and document accurately.

• You communicate clearly and friendly with customers – even in unclear or time-critical situations.

• You have very good German language skills, as our customers mainly work in the German-speaking region.

• Good English language skills for internal technical communication are helpful.

Benefits

🎯 Our Way of Working at Value

• Ownership: You take responsibility for problems until they are solved or handed over.
• Structure: You bring order to technical requests, rather than just dealing with individual cases.
• Customer Understanding: You can put yourself in the shoes of healthcare institutions, HR teams, and administrative processes.
• Pragmatism: You find simple, functional solutions without getting lost in perfection.
• Teamwork: You work closely with Customer Success, Product, and Development

🌱 What to Expect at Value

• A meaningful task in a market with high social relevance.

• A growing B2B SaaS company with clear specialization on employee engagement and Employee Experience.

• Direct influence on product quality, customer satisfaction, and internal processes.

• Much room for design in building professional support and integration structures.

• A small, ambitious team with short decision-making paths.

• Flexible work arrangements remote, hybrid, or at one of our locations.

• Modern working tools and an open, solution-oriented way of working

Rahmen

• Vollzeit
• Hybrid (Munich/Berlin as a base)
• Flexible working hours

✨ Interest Sparked?

Then we look forward to:

• a short CV
• a few lines about your background and interest in the role

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