Imubit · 19 hours ago
Technical Customer Support Manager
Houston, TX
Full-time
Hybrid
Mid, Senior Level
5+ years expImubit is a pioneer in AI-for-industry, delivering an AI optimization platform that is redefining how entire industries operate. They are seeking a Technical Customer Support Manager to handle complex support cases, build an external-facing customer support system, and improve service delivery processes.
Artificial Intelligence (AI)Chemical EngineeringMachine LearningOil and Gas
No H1B
Hiring Manager
Richard Borger
Responsibilities
Build an external-facing customer support system that integrates a variety of Chat, Meet, Call, and Collaboration platforms with the Imubit Product
Provide on-going support to refinery and petrochemical customers
Act as a technical focal point and lead work in cooperation with other internal teams to drive towards finding solutions to critical field issues
Develop service procedures, policies, and standards while addressing any SLA areas of concern
Utilize your knowledge and understanding of all relevant industry standards and best practices to balance the long-term direction and short-term actions of the team
Work closely with field teams on a daily basis to understand their challenges, support business needs, and deliver a consistently high-quality support experience
Qualification
Required
Proven experience in building and maintaining a ticketing system (ideally 5+ years)
Experience as a Technical Support, Escalation Engineer, QA Engineer, or a similar role
Oversee our AWS and GCP cloud environments, making sure they run smoothly, reliably, and follow good practices
Knowledge of Kubernetes, including monitoring and viewing container logs
Experience working and troubleshooting in complex IT environments: both Linux and Windows
Implement and maintain monitoring and observability solutions (e.g., Grafana, New Relic)
Monitor and analyze system data to detect issues and optimize performance
Experience working with multiple network layers or air-gapped networks
Comfortable with new technical tools and resourceful using those to troubleshoot and come up with creative solutions to problems
Ability to work calmly and professionally in high-pressure situations
Ability to multitask - work and switch among many activities at the same time
Passionate focus on customer support and the ability to build long-term, successful working relationships with internal and external customers
Preferred
Preferred BA/B.Sc. in Computer Science or equivalent
Company
Imubit
AI process optimization platform for process manufacturing
51-200 employees
Funding
Current Stage
Growth StageTotal Funding
$50.02MKey Investors
Insight Partners,Zeev VenturesSpider CapitalSpider Capital,UpWest
2021-08-16Series B· $30M
2019-03-01Series A· $17.7M
2016-12-23Seed· $2.32M
Leadership Team
Gilad Cohen
CEO & Co-Founder
Meir Tseitlin
Co-Founder, Head of Experimental Technologies
Recent News
Petroleum Economist
2024-01-25
Company data provided by crunchbase