Technical Customer Support Manager
About The Position
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 Imubit is a pioneer in AI-for-industry, delivering an AI optimization platform that is redefining how entire industries operate. As the creator of Closed Loop AI Optimization (AIO), Imubit leads the charge in transforming refining, chemical, cement, mining, and other process-heavy sectors with AI-driven automation. Our Optimizing Brain™ platform empowers industrial engineers to deploy advanced AI models that unlock new levels of efficiency, profitability, and sustainability. Today, 7 of the top 10 U.S. refiners and several energy leaders in Europe trust Imubit, with our solutions deployed in 90+ high-value applications worldwide. Co-founded by a Google AI Fellow and industry veterans from Exxon and Shell, and backed by tier-1 VCs like Insight Partners and Alpha Wave, Imubit is well-funded and scaling fast. Now, Imubit is entering its next chapter as we further evolve our platform. We are evolving from focusing solely on real-time process control to strategy execution, delivering AI-native systems for industrial transformation. In short, we’re expanding our platform from optimizing plant processes to driving whole-enterprise outcomes. Imubit helps industrial leaders not only control their operations in real time, but also execute their broader optimization strategies, bridging the gap between the plant floor and the boardroom. Our mission is bold: to help the world’s largest industrial companies solve their hardest problems, maximize long-term profitability, and future-proof their operations in an era of rapid change. If you’re excited by the chance to shape the future of industrial AI, you’ll be in very good company here. 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.
Requirements
- 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
Nice To Haves
- Preferred BA/B.Sc. in Computer Science or equivalent
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
