Technical Support Manager*in (f/m/d) at Orbem

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 (f/m/d)

Starting date: January 2025
Compensation package: €60,000 - €65,000 in yearly salary, €10,000 - €30,000 in equity, and up to €5,000 per year in company benefits
Work model: Hybrid in Munich, Germany

Your Role

As 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:

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.

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

Education: Completed a technical degree from a university, college, or a relevant apprenticeship in a technical field.
Technical Expertise: Solid foundation in technical knowledge, with a proven ability to build on and apply it in practical scenarios.
Experience: Previous experience in a technical customer support role, demonstrating problem-solving and customer care skills.
Problem-Solving Skills: Strong analytical and troubleshooting abilities, with a proactive approach to resolving complex issues.
Software Skills: Familiarity with software tools and systems is advantageous, along with experience in Agile methodologies and tools like Confluence.
Autonomy: Capable of working independently, taking full ownership of customer issues, and driving cases to resolution, including clear communication and implementation of solutions.
Language Proficiency: Fluent in English; proficiency in German or additional languages is a strong plus.
Communication Skills: Excellent ability to convey technical information effectively to non-technical audiences, fostering understanding and trust.

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.
Familiarity with software and its applications.
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
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

As a Technical Support Manager, you become part of our diverse and international team. Learn more about the team members, their work, and challenges here: www.orbem.ai

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!

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