Associate Technical Support Manager

We see the potential inside everything and everyone. Starting with you.

Orbem uses AI to industrialize MRI, delivering non-invasive insight into everything from fruits to eggs to the human body. We are transforming what is becoming the world’s largest biological dataset into actionable intelligence to reduce waste, increase quality, and accelerate the shift toward a more sustainable and healthier future.

Headquartered and founded in Munich, Germany, with an office now in Houston, Texas, our world-class team is scaling inside-out technology to transform how humanity sees and understands biological matter.

Help us see what’s possible. Join us.

• Starting date: As soon as possible

• Yearly Salary: $68,750 - $75,625 (fixed range, annual gross)

• Stock Options: Up to $20,000 in company shares

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

As an 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.

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.

• 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.

• 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.

• 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

International Environment: Join a…