Associate Technical Support Manager*in (f/m/d)

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)

Your Role

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

• 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.

Job 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

• 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.

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
  Finally and just as important as the rest, your personality.

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.
• Attractive Compensation Package:
  • Stock Options: Share in Orbem’s success.
  • Visa & Relocation Support: Seamless support for your move to Germany.
  • Learning & Development: €1,750 annual budget for personal growth.
  • Fitness Membership: Access to USC, Wellpass, and more.
  • Childcare Reimbursement: Support for Kita/Kindergarten Fee.
  • Deutschland Ticket: Full coverage of public transportation.
• Work-Life Integration:
  • Flexible Hours & Home Office: Work when and where it suits you.
  • 30 Days Paid Leave: Plenty of time to recharge.
  • Personal Leave: Flexibility for life’s important moments.
  • Work from Anywhere: Experience new cultures and environments for up to 60 days per year.
• Make a Difference: Join an ambitious, fast-growing team working on breakthrough technology. In our scale-up environment, you’ll have the freedom to lead your projects and make an impact. We provide a platform for you to explore, innovate, and define your vision for the future. At Orbem, we’re committed to helping you discover your strengths, and while we aim to teach you, we also want to learn from you.

Your team

At Orbem, we're committed to building a smart, diverse team, and we recognize that self-doubt can prevent talented individuals from applying. If you feel you don't meet every requirement, we'd love to hear from you anyway!