Avelios
Tech / AI / Software
CustomerSupportSpecialist
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Support Specialist at Avelios. Skills: 2nd-level support, incident management, customer support. Handle complex 2nd-level support requests & incidents via Jira Service Management (analysis, reproduction, prioritization, solutions/workarounds). Triage and manage incidents with a clinical-impact lens while meeting SLAs and maintaining clear, consistent case documentation”
What You'll Achieve.
ensure stable operations of our hospital software; reduce repeat tickets; drive process & product improvements
Industry & Context.
analytical and structured problem-solving ability; reproduce issues; solutions/workarounds; bug investigation; troubleshooting
Participation in an on-call rotation outside regular business hours, Willingness to participate in an on-call rotation
What They're Looking For.
Must Have
analytical and structured problem-solving ability to reproduce issues and communicate findings clearly, High sense of ownership, reliability, and calm communication in incident situations, Willingness to participate in an on-call rotation, Fluent German and very good English skills
Nice to Have
Experience in technical support, service operations, consulting, or similar healthcare/regulated environments are a plus, basic SQL/log-reading/debugging skills are a plus
What You'll Do.
Handle complex 2nd-level support requests & incidents via Jira Service Management (analysis
solutions/workarounds)
Triage and manage incidents with a clinical-impact lens while meeting SLAs and maintaining clear
consistent case documentation
Coordinate bug investigation and resolution with Product & Engineering and track progress end-to-end
Maintain and improve knowledge assets (known issues
troubleshooting guides
runbooks) to reduce repeat tickets
leveraging AI tools responsibly (privacy/quality) to improve analysis and documentation
Identify recurring issue patterns and drive process & product improvements based on insights
How You'll Work.
Team & Collaboration
Collaborate closely with Engineering & Product; Coordinate bug investigation and resolution with Product & Engineering
Communication Scope
communicate findings clearly; clear, consistent case documentation; calm communication
Process & Methodology
track progress end-to-end
Full Job Description
ABOUT US Our mission at Avelios is to build the leading software platform for the data-driven digitization of hospitals and patient care. To do so, we have built a modular software platform that digitizes and optimizes workflows in hospitals with cutting-edge technology in a user-friendly way. With our software, we enable hospitals, doctors & nurses to provide their patients with the best possible care. We are growing fast and want to keep expanding our team and business to fundamentally digitize healthcare for the better. We appreciate different backgrounds and see diversity as one of our strengths. THE TEAM AND ROLE As a Customer Support Specialist (all genders) you ensure stable operations of our hospital software by resolving complex support requests and incidents. You collaborate closely with Engineering & Product and provide reliable support especially in critical clinical contexts. The role includes participation in an on-call rotation outside regular business hours. YOUR RESPONSIBILITIES - Handle complex 2nd-level support requests & incidents via Jira Service Management (analysis, reproduction, prioritization, solutions/workarounds) - Triage and manage incidents with a clinical-impact lens while meeting SLAs and maintaining clear, consistent case documentation - Coordinate bug investigation and resolution with Product & Engineering and track progress end-to-end - Maintain and improve knowledge assets (known issues, troubleshooting guides, runbooks) to reduce repeat tickets, leveraging AI tools responsibly (privacy/quality) to improve analysis and documentation - Identify recurring issue patterns and drive process & product improvements based on insights - Participate in an on-call rotation outside regular business hours to handle critical incidents in live operations YOUR QUALIFICATIONS - Experience in technical support, service operations, consulting, or similar roles; healthcare/regulated environments are a strong plus - Strong analytical and structured pr
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