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 (f/m/d)

Starting date: January 2025 
Compensation package: €50,000 - €55,000 in yearly salary, up to €20,000 in equity, and up to €5,000 per year in company benefits
Work model: Hybrid in Munich, Germany

Your Role

As 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 co-ordinating 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.

Your day-to-day

In your role, you will be the first fully dedicated person working on creating business value through data. Specifically, 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

• Completed a technical apprenticeship or possess relevant hands-on experience.

• A good base of technical knowledge to build upon.

• Has had some experience in a Technical customer support role.

• 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.