Associate Technical Support Manager

Orbem is an impact-driven deep-tech startup from Munich, Germany. We develop fast, accurate, and accessible imaging solutions that provide access to otherwise unattainable sources of knowledge.

We seek to make a difference – and develop solutions to sustainably feed the world, accelerate the transition to a green economy, and transform disease detection.

Join us on our mission to unleash AI-powered imaging for everything and everyone.

Associate Technical Support Manager

Starting date: January 2025

Compensation package: $68,750 - $75,625 in yearly salary, and up to $20,000 in equity.

Work model: Full-time, hybrid in Houston, Texas

Your role

As a Associate Technical Support Manager at Orbem, you will be assisting our customers by answering any questions and solving any issues they may have with our cutting-edge AI-powered MRI scanning solutions at our multinational sites.

This involves direct fault-finding in our systems, or coordinating the solving of the issue by raising it with our developers. You collaborate with our product, hardware, and software teams, ensuring the timely resolution of any issues raised by our customers, minimizing downtime, and delivering high levels of customer satisfaction.

This role allows you to be a part of unlocking the potential of MRI technology, transforming it from traditional clinical settings into fully automated industrial applications.

Join our team and be part of the pioneering group launching our US operations! Be among the first to shape the future from day one.

Your day-to-day

On a typical day, you will:

● Respond to customer inquiries and provide basic technical support, ensuring prompt and accurate assistance.

● Monitor and prioritize support tickets, escalating complex cases to senior team members when necessary.

● Troubleshoot and resolve routine issues, guiding customers through solutions and offering technical guidance.

● Document and log customer interactions, issues, and resolutions in our CRM system for continuous improvement.

● Assist in preparing knowledge base articles and support documentation for common issues and solutions.

● Provide feedback on recurring issues to help improve product quality and customer satisfaction.

● Collaborate with team members to develop your technical skills and knowledge in support management.

Requirements

Your experiences and skills

Fit to our values

• We own every challenge: we enjoy complexity and thrive under uncertainty.

• We strive for better: we seize any opportunity for growth and challenge the status quo. We are constantly learning and improving.

• We imagine new frontiers: we think beyond ‘doable’ and ‘reasonable.’ We design a sustainable and healthy future together.

Experience and skills

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related field.

• Proven experience in resolving technical issues across hardware, software, and network environments, with a strong focus on customer satisfaction.

• Possesses hands-on experience in a technical customer support role, delivering effective assistance and solutions to end-user