Customer Support (Working Student) (m/f/d)

🎤 WHY VOIZE? BECAUSE WE’RE MORE THAN JUST A JOB! At voize, we believe the greatest gift to frontline workers is time - time to care, connect, and be present. Today, that time is lost to busywork and complex systems that pull them away from what matters most: people. Our vision is to change that by building AI companions that seamlessly take over digital workflows. We don't replace humans with technology - we amplify their impact. Our mission is backed with a $50M Series A funding led by Balderton Capital, with support from HV Capital, Y Combinator and other leading VCs. Today, 2,000+ facilities trust voize, and over 200,000 users rely on our AI companion to ease their daily workload. As a dynamic team, we combine first-in-class technology with meaningful social impact. And now, we’re looking for you to join us on this mission! 💡 YOUR MISSION: KEEP 1,000+ CARE FACILITIES RUNNING When voize works, nurses get 39 minutes of their shift back. When something breaks — a firewall silently blocking sync, an interface mismatch with a facility's care software or a regression after a release — documentation stops and care teams feel it immediately. Your mission: make sure that never lasts long, and never happens twice. As a Working Student in Technical Support, you do the same work as our full-time Technical Support Managers — just part-time, built around your studies. You work on technically demanding customer cases at the intersection of our AI product, real-world facility IT, and the German care software ecosystem, with a direct line to our Engineering team, not a ticket queue between you. And because care doesn't stop at 17:00 or on Saturdays, your shifts focus on evenings and weekends — the hours when your coverage matters most. 🕒 YOUR WORKING MODEL — PART-TIME, IN ROTATING SHIFTS * Our support operates 07:00–22:00, seven days a week — as a Working Student, you cover part of that window in a rotating shift schedule, with a focus on evening shifts and weekend rotations * Shifts are planned weeks in advance together with the team, with flexibility to swap around exams and semester deadlines * Up to 20 hours/week during the semester, typically concentrated into evening and weekend blocks — more is possible during semester breaks * You're never alone on a shift: there's always a clear escalation path to an on-call colleague 🚀 YOUR DAILY BUSINESS — NO TWO SHIFTS ARE ALIKE * Own technical customer cases end-to-end during your shift: reproduce, isolate the fault across app, backend, customer network, and third-party systems — and keep the customer clearly informed until it's solved or cleanly handed over * Debug integrations with leading German care documentation systems: interface errors, data and schema mismatches, and on-prem configurations in customer environments (Windows/Linux) * Untangle customer-side IT — firewalls, proxies, certificates, MDM-managed shared devices — often in direct coordination with a facility's IT * Keep an eye on system health during your shift using our observability stack, and act early when something looks off — especially in the evening and weekend hours when you're our eyes on the system * Support critical incidents: assess which facilities are affected, help drive resolution together with Engineering and the on-call L2, and contribute to clear, timely customer communication * Turn recurring issues into permanent fixes: contribute to root-cause analyses, runbooks, and knowledge-base articles that make the whole team faster 🤝 YOUR SKILLSET — WHAT YOU BRING TO THE TABLE * Currently enrolled as a student (Bachelor's/Master's), ideally in Computer Science or a related technical field — active enrollment is required for a Werkstudent contract * First hands-on experience with observability/monitoring tools (e.g., Grafana, Sentry) or the curiosity and foundation to learn them fast; you can use logs and metrics to isolate issues * Solid Windows and/or Linux fundamentals — you're comfortable in logs, configs, and the command line, whether from coursework, working student jobs, or your own projects * Good networking fundamentals (firewalls, proxies, DNS, TLS/certificates) — you can figure out why two systems can't talk to each other, or you're eager to master exactly that * Familiarity with APIs and system integrations — you can read a payload and follow where data breaks between systems * Reliable availability for a rotating shift schedule with evening and weekend coverage — this is essential for the role * Structured and calm under pressure, with clear, empathetic communication for very different audiences: care home administrators, external IT providers, and our engineers * German at C2 / native level — our customers work with us in German, so this is a hard requirement (plus good English for internal collaboration) 🎯 OUR SUCCESS MINDSET — HOW WE WORK AT VOIZE * You take ownership — when a case is yours, it's yours until it's solved, documented, and prevented (or cleanly handed over at the end of your shift) * You're resilient — you see challenges as opportunities, not obstacles * You work iteratively — test, learn, and improve instead of aiming for perfection * You value open feedback and contribute to a positive, transparent team culture 🌱 GROWING TOGETHER - WHAT YOU CAN EXPECT AT VOIZE * Flexible working hours because you know when you work best! * reimbursement of the “Deutschlandticket” * 25 days of vacation – and your birthday off ✨ READY TO TALK? APPLY NOW! 🚀 We look forward to your application and can’t wait to meet you - no matter who you are or what background you have!