Technical Customer Success Manager • Mid-Level

Who you are

You have a strong technical background and enjoy solving complex tech problems while helping customers succeed. As a Technical Customer Success Manager, you thrive in a role that requires deep-dive troubleshooting and excellent communication skills. You understand the importance of customer satisfaction and are eager to collaborate with both customers and internal teams to find effective solutions. Your analytical mindset allows you to dissect complex system and product issues, ensuring that clients can operate productively.

You are adept at handling escalated cases from first-level support, analyzing technical problems, and providing clear, customer-oriented solutions. Your experience in technical support or a similar role has equipped you with the skills to communicate effectively with both technical and non-technical stakeholders. You are proactive in identifying recurring issues and developing solutions such as runbooks and knowledge base articles to enhance the customer experience.

What you'll do

In this role, you will take over escalated cases from first-level support, diving deep into system architecture, interfaces, logs, and infrastructure to identify root causes of issues. You will communicate solutions to customers in a clear and understandable manner, ensuring they feel supported throughout the troubleshooting process. Collaboration with product and engineering teams is key, as you will document bugs, relay customer feedback, and drive product improvements based on your insights.

Your responsibilities will include conducting root cause analysis for recurring problems and developing comprehensive solutions to prevent future occurrences. You will be the go-to person for complex technical issues, ensuring that our customers—medical practices, clinics, and healthcare centers—can continue to operate smoothly. Your role is crucial in maintaining high levels of customer satisfaction and operational efficiency.

What we offer

At Doctolib, you will be part of a mission-driven company that values innovation and customer success. We provide a supportive work environment where you can grow your skills and make a significant impact on our customers' experiences. Join us in transforming healthcare technology and helping our clients thrive in their operations.