Customer Support Specialist (Healthcare Software)

Location: Munich, Germany; on-site

Company

hirify.global develops a modular healthcare software platform that digitizes and optimizes hospital workflows to support better patient care.

What you will do

• Handle complex second-level support requests and incidents through Jira Service Management, including analysis, reproduction, prioritization, and solution development.
• Triage and manage incidents based on clinical impact while meeting SLAs and maintaining clear case documentation.
• Coordinate bug investigations and resolutions with Product and Engineering, tracking progress end-to-end.
• Maintain and improve known-issue records, troubleshooting guides, and runbooks, using AI tools to improve analysis and documentation.
• Identify recurring issue patterns and drive process and product improvements.
• Participate in an on-call rotation outside regular business hours for critical incidents in live operations.

Requirements

• Experience in technical support, service operations, consulting, or a similar role.
• Strong analytical and structured problem-solving skills, including issue reproduction and clear communication of findings.
• Familiarity with ticketing systems such as Jira Service Management or similar tools.
• High ownership, reliability, and calm communication during incidents.
• Willingness to participate in an on-call rotation.
• Fluent German and very good English skills required.

Nice to have

• Experience in healthcare or regulated environments.
• Basic SQL, log-reading, and debugging skills.

Culture & Benefits

• Flexible working hours with trust-based time tracking.
• Personal development support through continuous learning and feedback.
• Virtual stock option package supporting participation in long-term value creation.
• Monthly meal allowance of up to €75 and full coverage of the Deutschlandticket.
• Access to Urban Sports Club or subsidized Wellpass membership, bike leasing, and Corporate Benefits.
• Informal international team structure and a startup environment backed by international venture capital firms.