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Support Manager (m/f/d)

Bad Hersfeld (hybrid), Remote
Full-time
Permanent employee

This is what we have in store for you:

  • Your Equipment: Choose between a MacBook or Surface
  • Flexible Work: Option for remote work within a flexible 38-hour week
  • Ergonomic Workspace: Height-adjustable desk
  • Individual Support: Customized mentoring and regular feedback
  • Drinks & Snacks: Available at all times
  • Exceptional Team Spirit: Professionalism meets fun—experience New Work with us
  • Secure Position: In a crisis-proof, innovative, and growth-oriented company
  • Further Benefits: Subsidy for company pension scheme and occupational disability insurance, team events, open work culture, and room for personal initiatives
  • And much more...

Your job:

Do you spot challenges before they become real problems? Do you see support as more than just working through tickets — as a chance to create structure, improve processes, and deliver lasting solutions? Are you excited to take ownership in a growing SaaS company and use AI tools to work smarter? Then we’d love to hear from you.

  • You are the main point of contact for support topics in the UDI space
  • You manage incoming requests in a structured way, set the right priorities, and ensure reliable follow-up
  • You assess requests and error patterns carefully, resolve issues independently where possible, or route them through the right dispatching process to the appropriate internal teams
  • You make sure tickets are handled transparently, tracked properly, and closed reliably
  • You keep SLA requirements in view and make sure customer-specific expectations are taken into account
  • You work closely with colleagues across Consulting, Product, and Tech to create sustainable solutions
  • You identify recurring support cases early, turn them into improvement opportunities, and provide structured feedback to Product and Delivery
  • You document solutions, best practices, and relevant knowledge in a practical knowledge base, helping to build scalable processes
  • You use AI tools where they create real value — for example in documentation, analysis, knowledge sharing, or making workflows more efficient

Your profile:

  • You bring experience in technical support, application support, support operations, or customer service with a technical focus in a SaaS-related environment
  • You have a technical background, for example through training in application development, or comparable hands-on experience
  • You understand how software systems work and can assess requests, error patterns, and bugs in a structured way
  • You work in an organized and reliable way, with a strong attention to quality
  • Clear communication, acting appropriately for different audiences, working proactively, and keeping track of multiple topics at the same time come naturally to you
  • You are fluent in German and English and are excited to integrate AI tools actively and meaningfully into your daily work

Are you passionate? Then apply now!

Do you have questions about applying? Then get in touch with our Central Service Lead Virginia by phone on +49 (160) 92722078, by E-Mail or on LinkedIn.

Would you like to learn more about us? Then click here: Career at p36

We look forward to getting to know you!

About us

p36 GmbH is an innovative technology company based in Bad Hersfeld in the heart of Germany. We specialise in cloud-based software, develop innovative software-as-a-service solutions for the life sciences industry and are a sought-after partner for cloud consulting.