Technical Support Manager

Remote

Full Time

Customer Support

Mid Level

Your impact
As a Technical Support Manager at Infermedica, you will be the first point of contact for users reaching out via our tracking system. Your primary responsibilities will be to handle a wide range of support inquiries - including bug reports, feature requests, and troubleshooting issues - in a timely and effective manner. This role requires strong organizational skills and a habit of documenting your work clearly for future reference. A proactive, customer-focused approach and a commitment to continuous improvement are key to success in this position. You will also collaborate closely with Customer Success Managers to understand client needs and coordinate with internal teams to ensure those needs are met.

Some of your key metrics will be:

Average First response time
Average Resolution time
CSAT
Delivering tasks and projects within the agreed timelines

Role requirements

At least 2 years of experience as a Support Specialist
Hands-on experience working with APIs
Ability to debug or troubleshoot technical problems
Basic scripting or coding knowledge or a strong willingness to learn
Capability of documenting technical issues clearly
Motivation to learn about both existing and emerging technologies
Commitment to assigned tasks
Strong self-organization and task prioritization skills
Excellent communication skills, both written and verbal
Fluency in English (at least C1)

Nice to have

Experience working with tools like Jira and/or Freshdesk
Familiarity with HTTP clients such as 3scale, Postman, or Insomnia
Basic knowledge of SQL and Git
Experience working with enterprise clients

Responsibilities

Review API implementations and ensure optimal performance of Infermedica's products and services
Coordinate technical aspects of customer activities, such as software releases, custom mapping and language versions, migrations, and configuration support
Manage and adjust customer instance configurations for both internal use and the public Help Center
Administer and maintain the helpdesk platform
Monitor product usage to ensure availability, security, and CAPA compliance
Engage proactively with customers regarding product updates and contribute to improving technical support processes
Provide support during business hours (9:00 - 17:00 CET) and oversee customer-related tasks via Jira

Please check out the Information clause regarding data processing: here.

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Please check out the Information clause regarding data processing: https://docs.google.com/document/d/1Sxr0rXvsbJ4rYLSia3nU6ZPz_Gx1WOMOjJamSfLiosI/edit?usp=sharing* I hereby consent to the processing of my personal data by Infermedica Sp. z o.o. for the purpose of conducting the recruitment process for the position I am applying for, in accordance with the General Data Protection Regulation (GDPR).I also consent to the processing of my personal data by Infermedica Sp. z o.o. for the purpose of future recruitment processes, in accordance with the General Data Protection Regulation (GDPR).

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Technical Support Manager

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