German Speaking Technical Lead Support (Hybrid)

• Location: Munich or Büchenbach, Germany (Flexible hybrid setup allowing up to 4 days of remote work weekly)
• Remuneration: €60k – €75k per year, alongside a robust benefits package
• Experience Level: At least 5 years of relevant industry experience
• Language Skills: High-level German (minimum C1) and business-fluent English (minimum B2)

Who We Are

As the premier trailblazer in Germany's digital health data management sector, we have spent more than 25 years revolutionizing how medical imaging is stored, distributed, and utilized. Our infrastructure securely handles over 30 petabytes of data, acting as the backbone for digital advancement across medical practices and clinics.

Our mission is clear: to provide intuitive, vendor-independent cloud SaaS solutions that eliminate administrative friction, empowering healthcare experts to prioritize what matters most—patient health.

The Position

As our Technical Support Team Lead, you will occupy a hybrid position that balances hands-on technical troubleshooting with personnel leadership. Operating as the primary liaison for clinical IT teams and healthcare facilities, you will ensure our archiving and cloud systems run flawlessly while driving continuous improvements in our overall service quality.

Primary Accountabilities

Technical Supervision & System Troubleshooting

• Specialist Advisory: Act as a reliable technical consultant for end-users and healthcare IT staff (such as PACS administrators) regarding our imaging solutions.
• Incident Management: Oversee Tier 1 and Tier 2 support functions for frontend servers, proprietary applications, and cloud/archiving environments.
• Root Cause Analysis: Perform detailed technical diagnoses to uncover underlying system flaws, collaborating with internal teams to resolve complex bugs.
• System Health Checks: Actively monitor application and infrastructure performance across client networks and internal systems to maximize availability.
• Documentation: Build, maintain, and enrich internal knowledge bases and user-facing self-service guides.

Team Leadership & Operational Strategy

• People Management: Offer comprehensive operational and disciplinary leadership to the technical support team.
• Capacity Planning: Coordinate day-to-day assignments, assess team bandwidth, and triage incoming tickets to honor and exceed established SLAs.
• Process Improvement: Regularly assess and update support frameworks and standard operating procedures to enhance client satisfaction.
• Critical Incident Handling: Provide high-level technical oversight and client reassurance for premium accounts during severe system outages.

Ideal Candidate Profile

Essential Qualifications

• Education: A degree in Information Technology, a related STEM field, or equivalent practical vocational training.
• Professional History: A minimum of 5 years working in technical customer care or support roles.
• Leadership Background: Proven experience managing teams operationally or disciplinarily, ideally within a hybrid or remote team structure.
• Technical Foundations: Strong proficiency with Windows Server setups and SQL database administration.
• Medical IT Familiarity: Knowledge of healthcare-specific protocols like DICOM, PACS, HL7, and IHE. (Note: Strong leadership skills and deep support-process knowledge are valued above highly specific technical niche expertise for this opening).
• Communication: Flawless German (C1) for client relations, backed by solid business English (B2).

Preferred Attributes

• Understanding of ITIL methodologies or a credential in IT Service Management.
• Experience operating within Agile frameworks.
• Previous exposure to health-tech SaaS environments.

Perks & Benefits

• True Flexibility: Balance your personal life with up to 4 days of home office per week.
• Stability: A permanent position with a market-leading company in the highly resilient and growing Health-IT space.
• Time Off & Scheduling: 30 days of paid vacation annually, with adaptable weekly hours ranging from 32 to 40 hours to match your lifestyle.
• Team Culture: A welcoming, team-oriented workspace built on a collective success mindset, practical problem-solving, and continuous learning.
• Financial Rewards: An attractive base salary (€60,000 – €75,000) combined with a variety of employee discounts and corporate rewards.