Technical Customer Support Manager

TL;DR:

Imubit is looking for a Technical Customer Support Manager to help disrupt the refining and chemical industries with breakthrough machine learning technologies.

We are looking for candidates located in the Houston TX area willing to be hybrid (2-3 days a week) in office but are open to remote candidates

About us:

Imubit is redefining how industrial companies around the world adopt and scale enterprise AI adding millions of dollars to plant bottom lines while operating safely within constraints related to energy efficiency and sustainability.

Our AI platform supports real-time optimization across complex nonlinear industrial systems enabling both autonomous and guided decision-making in live production environments. Fortune 500 companies rely on Imubit to continuously improve profitability and sustainability across their most valuable assets.

Backed by Insight Partners Imubit brings together deep domain expertise from companies such as Exxon and Shell with leading AI talent from Google and other top innovators. With teams across the United States and a growing international presence Imubit is transforming operational optimization across industries ranging from refining and aromatics to polymers and LNG liquefaction.

We are looking for:

You a Technical Customer Support Manager with a passion for providing exceptional customer service and deploying strategies focused on that mission. You will take a central role in handling the most complex support cases of our customers and our field teams. You know the ins and outs of building a ticketing system for external customers and developing metrics in which the team will operate. You understand the importance of streamlining and improving processes and procedures to improve service delivery. This is a one-of-a-kind chance to join the technological team of a company with a proven ability to transcend industries through scientific inventions that are just commencing their exponential growth.

In this position you will:

• 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

• Proven experience in building and maintaining a ticketing system (ideally 5 years)
• Preferred BA/. in Computer Science or equivalent
• 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

Imubit provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race color religion sex national origin age disability or addition to federal law requirements Imubit complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment including recruiting hiring placement promotion termination layoff recall transfer leaves of absence compensation and training.

Imubit does not accept or retain unsolicited CVs or phone calls and/or respond to them or to any third party representing job seekers.

No visa sponsorship is available for this position.