Technical Services Manager

About the role

This Technical Services Manager position involves providing second-level technical support to Doctolib customers within an L3 support system. You'll be responsible for comprehensive analysis of product and system infrastructure problems, ensuring quick and customer-oriented problem resolution while serving as a bridge between customers and internal teams.

What you'll do

• Support customers in second-level support for technical issues within an L3 support system
• Conduct comprehensive analysis of product and system infrastructure problems for customer solutions
• Provide product and technical expertise to internal teams and customers
• Communicate problems and solutions clearly and concisely to different target audiences
• Collaborate closely with other company teams for problem resolution and customer feedback relay

What you'll need

• Advanced professional experience in SLA-supported IT support with at least 2 years and direct customer contact
• Solid understanding of application architectures and interfaces with ability to interpret code in JavaScript, Ruby and other programming languages
• Experience with SQL and E/R databases
• Highly solution-oriented and customer-focused work approach
• Excellent communication skills in English and German at C1 level or higher

Nice to have

• Relevant degree and/or training in Software Engineering, Computer Science or similar field
• Experience in Windows administration and software development
• Experience with version control systems (Git)

What they offer

• Company health insurance with additional benefits
• Monthly bonus and competitive salary package
• 28 vacation days plus 1 additional day per full employment year (max 30 days)
• Parent Care Program including extra parental leave (1 month)
• Mental wellbeing support through coaches and psychologists
• Flexible work model enabling hybrid and office-based work