Technical Support Manager (m f d)

Voize Inc.

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Technical Support Manager at voize, you will be instrumental in driving the adoption of our innovative AI companion and ensuring the long-term success of our valued customers. This role is pivotal in transforming complex technical challenges into seamless, positive experiences for our clients, particularly within the critical healthcare sector.
• You will take ownership of leading and coordinating technical implementations, meticulously managing escalations that span across diverse customer environments and our internal teams. This involves ensuring that every integration is executed flawlessly and that any technical hurdles encountered are addressed with precision and efficiency.
• A core responsibility will be to own and optimize system integrations. You will work extensively with both Windows and Linux environments, ensuring robust and reliable connections between our platform and customer systems. This includes a deep understanding of how different components interact and how to maintain their optimal performance.
• You will be the go-to expert for troubleshooting multi-layered technical issues. This requires a sharp analytical mind to diagnose problems that can span across complex systems, intricate networks, various browser environments, and diverse interfaces. Your ability to pinpoint the root cause and implement effective solutions will be crucial.
• Ensuring timely resolution of all technical issues is paramount. This goes hand-in-hand with maintaining clear, concise, and proactive communication with customers and internal stakeholders throughout the troubleshooting process. Keeping everyone informed and managing expectations effectively is key to building trust and satisfaction.
• You will play a significant role in driving infrastructure scaling initiatives. As voize grows, so does our user base and the demands on our platform. Your expertise will be vital in managing environment migrations, optimizing performance to handle increased load, and ensuring our infrastructure can support our rapid expansion.
• Maintaining thorough technical documentation is a non-negotiable aspect of this role. This includes creating detailed guides, documenting handoffs between teams, and conducting comprehensive post-incident reviews. The goal is to continuously strengthen our team's collective knowledge base and implement measures to prevent recurrence of issues.
• A key proactive element of your role will be to identify recurring technical challenges. By analyzing support tickets and customer feedback, you will collaborate closely with our Product and Engineering teams to champion and contribute to the development of long-term solutions that address these systemic issues.
• Your expertise in Windows and Linux administration, coupled with a strong understanding of networking principles and various integration methods (including firewalls, APIs, routing, and MDMs), will be essential. You will leverage this knowledge to build, maintain, and troubleshoot our technical infrastructure.
• Hands-on experience with technologies such as Docker, virtualization platforms, web servers, and load balancing solutions will be critical for managing and optimizing our deployment environments.
• You possess a sharp troubleshooting acumen, capable of dissecting complex, multi-layered systems, APIs, and infrastructure challenges to find effective resolutions.
• Your communication skills are exceptional; you can translate highly technical details into clear, actionable insights for both technical and non-technical audiences. This ability to bridge the gap between complex technology and user understanding is vital.
• You are a proactive, ownership-driven team player. You are motivated to document processes, mentor colleagues, and anticipate and solve problems before they escalate, fostering a culture of continuous improvement and shared responsibility.
• Fluency in German (C2 level) is required to effectively communicate complex technical issues to our German-speaking clients, ensuring they fully understand the solutions and support provided. Good English skills are also necessary for seamless internal communication with our global team.
• At voize, we embrace a success mindset where resilience is a key strength. You view challenges as opportunities for growth and innovation, rather than insurmountable obstacles. Your approach is iterative, allowing you to test, learn, and improve constantly, rather than waiting for an idealized, perfect solution.
• You deeply value open communication and constructive feedback, actively contributing to a positive and collaborative team culture where everyone feels empowered to share their ideas and perspectives.

🎯 Requirements

• Expert-level proficiency in Windows and Linux administration, networking, and system integrations (including firewalls, APIs, routing, MDMs).
• Hands-on experience with containerization (Docker), virtualization, web servers, and load balancing technologies.
• Proven ability to troubleshoot complex, multi-layered technical issues across infrastructure, APIs, and diverse system environments.
• Excellent communication skills, with the ability to articulate technical concepts clearly to both technical and non-technical stakeholders.
• Fluent in German (C2 level) and proficient in English for internal and external communication.

🏖️ Benefits

• 30 vacation days plus your birthday off, offering a generous work-life balance.
• Access to a Germany Transport Ticket, facilitating easy commuting.
• Membership in the Urban Sports Club, promoting an active and healthy lifestyle.
• Regular company off-sites and team events, fostering camaraderie and collaboration.
• Access to learning platforms like Blinkist and Audible, supporting continuous professional development.
• Flexible working hours and a supportive hybrid work setup, allowing for autonomy and work-life integration.

Skills & Technologies

Docker

Linux

Remote

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Voize Inc.

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About Voize Inc.

Voize is a technology company focused on revolutionizing customer communication through AI-powered solutions. Their platform enables businesses to automate and enhance customer interactions across various channels, including voice, chat, and email. By leveraging advanced natural language processing and machine learning, Voize aims to improve customer service efficiency, reduce operational costs, and provide personalized experiences. The company operates within the rapidly growing conversational AI and customer experience management sectors, offering tools that help businesses scale their support operations and gain deeper insights into customer needs and sentiment. Their solutions are designed for a wide range of industries seeking to optimize their customer engagement strategies.

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