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Service & Support Consultant, 2nd Level (m/f/d) — Healthcare Software
Location: Germany-wide client base (B2B healthcare software)
***PLEASE NOTE: This is a remote-first role with low travel. Day-to-day work is desk-based, resolving customer issues without regular site visits, though occasional travel may be required.
Languages: Fluent, negotiation-level German required
Our client is a growing software provider to the healthcare sector, currently building out a standalone 2nd-level Service & Support function for its core product lines and associated cloud solutions. This is the first hire for a newly formed team, created to provide customers with reliable, expert support and free up Project Management from day-to-day support work.
This is not an entry-level or 1st Level support role. Customer issues are technically and functionally complex from day one we're looking for someone who can independently investigate, diagnose, and resolve, not someone starting out in support.
What You'll Do
Independently analyse and resolve complex customer issues across the product portfolio
Diagnose faults across application, configuration, and underlying data — including writing your own database queries
Make configuration adjustments and manage recurring operational topics for customers
Maintain existing interfaces and integrations in live operation
Liaise with Development on issues requiring a fix, tracking them through to resolution
Take ownership of customers transitioning from project delivery into standard support
Document solutions and help build a structured knowledge base
Contribute to release and update testing
Help shape the growing service function ways of working, prioritisation, knowledge management
What You'll Need
Several years' experience in application support, application management, or technical customer care, with genuine case ownership
SQL skills for analysing datasets, or demonstrable ability to build these within a few months
Technical understanding of software solutions and their configuration
Structured, traceable approach to fault analysis
Reliable, service-oriented communication style
Fluent, negotiation-level German
Nice to have:
ERP experience (materials management, logistics, procurement, or finance/accounting)
Hospital-sector experience
Familiarity with system interfaces
Experience with cloud operating models
Understanding of IT security and data protection in sensitive systems
Experience with ticketing systems and defined service levels
What's on Offer
No on-call duty, no weekend work
Team-managed response times not individual on-the-hook accountability
Low travel requirement
Genuine ownership of a function is still being shaped, with room to influence how it's run
Clear (optional) growth path toward project leadership or development for the right person
Work arrangement
Yes
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