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.

Technical Support Manager

Starting date: January 2025

Compensation package: $82,500 - $89,375 in yearly salary, and $10,825.85 - $32,477.55 in equity.

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

Your role

As a 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:

• Monitor the status of installed units regularly, ensuring optimal performance.

• Review and address any system alerts promptly to maintain operational stability.

• Respond to customer inquiries across multiple channels, providing clear and timely assistance.

• Utilize provided resources and knowledge to troubleshoot and resolve issues efficiently.

• Diagnose complex issues through systematic fault-finding techniques.

• Collaborate closely with developers and third-level support teams to identify and implement solutions.

• Document new solutions and updates comprehensively in the knowledge base.

• Maintain proactive communication with customers, keeping them informed of progress and updates regarding their issues.

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.

• Strong analytical and troubleshooting skills, with a proactive problem-solving approach.

• Comfortable working independently with significant autonomy.

• Able to take full ownership of customer issues and inquiries, seeing each case through to resolution and ensuring clear, effective communication.

• Familiarity with Agile methodologies and Confluence.

What makes you stand out from other candidates

• A genuine passion for technology, with an interest in AI and/or MRI technology being a plus.

• Strong understanding of IT infrastructure, hardware, software, and network systems.

• Familiarity with help desk software, remote support tools, and ticketing systems (e.g., Zendesk, Jira, or ServiceNow).

• Knowledge of troubleshooting techniques and best practices for resolving technical issues.

• Strong ability to communicate effectively across various levels, especially when explaining technical solutions to non-technical customers.

• 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 a 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.