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. 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 * Analytical, trouble-shooting mindset. * Ability to work independently with guidance, and comfortable collaborating with senior team members. * Proactive and eager to learn, with a team-oriented mindset. * Ability to take ownership of customer issues/questions, owning the case until a solution is not only found but communicated and implemented. * Strong communication skills, with the ability to explain technical concepts to non-technical users. What makes you stand out from other candidates * A positive attitude and a genuine passion for technology and helping others. * Basic understanding of software and troubleshooting methodologies. * Familiarity with CRM and ticketing systems. * Any previous experience with AI and/or MRI technology is a plus. * And just as important: a personable and approachable demeanor, bringing a positive attitude to every interaction What we offer * International Environment: Join a team with 30+ nationalities across 5 continents, all driven by a shared purpose: shedding light on the world's toughest challenges. * Well-being Benefits: * Medical Insurance: We cover 75% of your premium for quality healthcare, plus 50% coverage for your dependents. * Dental and Vision Insurance: We cover 50% of your premium, including coverage for your dependents. * 401(k) Plan: A retirement savings plan to help you secure your financial future. * Wellness Program: Enjoy access to premium fitness providers through our partnership with ADP. * Work-Life Integration: * Flexible Hours & Occasional Remote Work: Benefit from flexible working hours, with the majority of your time spent collaborating in our office and the option for home office. * Generous PTO Package: 25 days of paid time off, plus (8) federal holidays. * Family/Parental Leave: 12 weeks of paid leave for bonding with a newborn, adoption, or caring for a family member. * Bereavement Leave: Compassionate leave for coping with the loss of a loved one. * Make a Difference: Join a dynamic, fast-growing team at the forefront breakthrough technology. In our scale-up environment, you'll have the autonomy to lead projects and make a real impact. We foster a culture of learning and growth, providing a platform for you to explore, innovate, and shape your vision for the future. At Orbem, we're committed to helping you discover your strengths, while valuing what we can learn from you as well. Your team As an Associate Technical Support Manager, you become part of our diverse and international team. Learn more about our talented team, their impactful work, and the challenges they tackle at www.orbem.ai Orbem is proud to be an equal opportunity and affirmative action employer. We are committed to creating a diverse and inclusive workplace where all qualified applicants receive consideration for employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We welcome applications from individuals of all backgrounds and experiences and offer reasonable accommodations during the application and employment process.