Job Drop BerlinYOUR WAY INTO BERLIN TECH
POST A JOBSAVED JOBSMEET A STARTUPREADSUBSCRIBE
NewsletterLinkedIn
AboutTermsImpressumPrivacy

Technical Customer Success Manager

DDoctolib
Seniority
Midweight
Model
Hybrid
Sector
Healthtech
Salary
Undisclosed
Contract
Full-Time

About the role

You'll serve as the next escalation level in technical support, taking over complex cases from first-level support when they can't resolve issues. Your mission involves deep-dive troubleshooting, providing technical expertise, and maintaining excellent communication with both customers (medical practices, clinics, medical centers) and internal teams.

What you'll do

  • Take over escalated cases from first-level support: analyze, understand and resolve complex technical problems
  • Perform deep-dive analysis of system architecture, interfaces, logs and infrastructure to identify root causes
  • Communicate solutions to customers in a clear, understandable and customer-oriented manner
  • Collaborate with Product & Engineering teams: document bugs, relay customer feedback, and initiate product improvements
  • Identify recurring problems and develop solution approaches (runbooks, knowledge base articles, self-service)

What you'll need

  • 2+ years of experience in IT support with SLA environment and direct customer contact (ideally L2 or higher)
  • Technical understanding of application architectures, APIs, interfaces, SQL/E-R databases
  • Ability to read and interpret code in JavaScript, Ruby or similar languages to understand errors
  • Solution-oriented and customer-focused mindset
  • Very good German (minimum C1) and good English (minimum B2) for customer communication, teams and technical documentation

Nice to have

  • Degree/training in Software Engineering, Computer Science or comparable professional experience
  • Windows administration experience with Windows systems
  • Experience with Git version control
  • Basic knowledge in software development (understanding how software works, not necessarily coding)

What they offer

  • Company health insurance with additional benefits
  • Monthly bonus and competitive salary package
  • 28 vacation days + 1 additional day per full employment year (max 30 days)
  • Doctolib Parent Care Program with extra parental leave (1 month)
  • Flexible work model enabling hybrid and office-based work
  • 10 Flexibility Days per year to work from EU or UK
APPLY →