Technical Customer Support Manager (m/f/d)

Your responsibilities

• Act as the first point of contact for all technical inquiries from our users and customers (e.g. via email, ticket system or phone).
• Perform initial analysis and categorisation of issues, resolve them independently or escalate technically complex problems to our engineering teams.
• Read and interpret logs and use monitoring dashboards to troubleshoot issues.
• Validate customer-specific configurations and check reproducibility of errors before escalating them to the engineering team.
• Document technical solutions and maintain necessary metadata in Jira to continuously improve our internal guidebook and troubleshooting database.
• Work closely with Customer Success, Infrastructure and Development teams to ensure smooth handover of issues.
• Create helpful user manuals and tutorials to enable self-service for our users.
• Support the team in creating and maintaining best practices and customer strategies to maximise customer satisfaction.
• Analyse usage patterns and proactively identify potential problems or improvement opportunities.

What you should bring

• Good technical knowledge and experience in technical support, ideally in the software or IT field.
• Familiarity with basic concepts of software architecture.
• An analytical and solution-oriented working style — you want to understand whether a problem lies in configuration, the product or the platform.
• Service orientation, patience and enjoyment in analysing technical problems and finding solutions.
• Experience with support tools such as ticketing systems, CRM or similar software.
• Strong German communication skills to explain technical matters clearly to users.
• Good English skills, both written and spoken, as our company language is English.
• Ability to work independently and in a structured way and to support users in using our software.
• Good sense of priorities, enjoyment of cross-departmental collaboration and the ability to stay calm under pressure.

Nice to have

• Completed bachelor's degree, preferably in computer science, business administration, business psychology or vocational training with a strong technical focus.
• Knowledge in Health-Tech or medical informatics.

Why work at Famedly

• Work at a fast-growing startup in an exciting growth phase; contribute to developing the first gematik-certified TI messenger.
• Perfect work-life balance with remote work and optional office in Berlin; choose your home office setup or use a co-working space.
• Attractive conditions including a permanent contract, competitive pay (range between €45-53k depending on experience), training budget, equipment of your choice and 28 days of annual leave.
• Flexible benefits including a monthly wellbeing budget for partner vouchers or discounted Urban Sports Club membership.
• Responsibility and creative freedom to shape company structures and internal processes.
• Diverse and international team with an inclusive culture.
• Regular team events such as workshops, teambuilding and a biannual Famedly Summit.