Technical Support Specialist Software, 100% Remote (m/w/d)

Welcome to dexter health

dexter health builds AI-based software for care facilities. Our mission is to reduce administrative work in the healthcare sector, so that caregivers have more time for people.

We are looking for a structured, analytical and communicative person who will 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 in internal systems, structure bug reports, and ensure that open issues are reliably followed up until they are resolved.

This is not a classical call center or help desk role. You don't have to be a developer. What's important is that you understand technical connections, think clearly, communicate clearly, and take responsibility for open issues.

You will work closely with Customer Success, Product, Engineering, and our CTO. We do not expect you to know everything already. We expect you to learn quickly, work structured, and not lose sight of unclear problems.

Aufgaben

As Technical Support Specialist, you will:

• analyze and verify technical customer inquiries and what actually happens in the system
• research in tools like HubSpot, Linear, Slack, Sentry, Logs, and internal admin systems
• test specific cases, such as file transfers, time points, system events or error messages
• structure technical problems so that Product and Engineering can work quickly with them
• create clear bug reports with context, customer impact, priority, and relevant details
• track tickets from start to finish and ensure that open issues do not remain unresolved
• inform Customer Success, customers, and internal teams with clear status updates
• coordinate technical discussions with counterparts on the customer side
• support implementations if technical questions or dependencies arise
• document recurring problems, workarounds, and internal workflows
• help build our support and escalation processes

Qualifikation

We are less important whether you have already many years of professional experience. What's more important is structured thinking, clear communication, learnability, caution, and ownership.

We are looking for people who want to understand problems, gather information cleanly, and follow up on issues until they are resolved.

Must-have

• very good German in writing and speaking, 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 gather information from various sources and derive a clear assessment from it
• ability to translate between customer perspective and technical perspective
• caring handling of sensitive and documentation-relevant data
• calmness and structure even in unclear or urgent problems

Nice-to-have

• first 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 ticket systems
• experience in the healthcare sector, care, or documentation-relevant processes
• experience in technical customer communication or implementation coordination
• study or training 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 tools

This role is probably not suitable for you if

• you are looking for a classical call center or first-level support role
• you only want to do Customer Success and have no interest in technical analysis
• you are looking for a pure developer role
• you don't want to review technical details
• you prefer to pass on open issues rather than consistently following them up
• you need very precise instructions before you can start working
• you dislike working with unclear problems
• you prefer a strongly hierarchical, slow-structured corporate environment
• you have no interest in software, data, logs, or technical processes

Benefits

• 100% home office / remote work
• fair remuneration based on skills, experience, and location
• closely working with Customer Success, Product, Engineering, and CTO
• taking responsibility for a crucial interface function in the company
• working on software that is used in actual care processes
• high learning potential in a growing B2B SaaS company
• modern tools and a KI-near working environment
• opportunity to build a new operational function at dexter health

Why?

Caregivers spend too much time on documentation, coordination, and administrative work. We are building technology that reduces this burden.

To ensure that our software functions reliably in everyday use, technical customer problems require a clean interface: someone must understand what happened, gather information, prioritize internally, provide feedback, and follow up on issues until they are resolved.

This is exactly the function we are building now.

If you like to work structured, want to understand technical connections, communicate clearly, and take responsibility for real customer problems, we look forward to your application.

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