Working Student - Technical Customer Support

We see the potential inside everything and everyone. Starting with you.

Orbem uses AI to industrialize MRI, delivering non-invasive insight into everything from fruits to eggs to the human body. We are transforming what is becoming the world's largest biological dataset into actionable intelligence to reduce waste, increase quality, and accelerate the shift toward a more sustainable and healthier future.

Headquartered and founded in Munich, Germany, with an office now in Houston, Texas, our world-class team is scaling inside-out technology to transform how humanity sees and understands biological matter.

Help us see what's possible. Join us.

Start Date: As soon as possible

Salary: €14-16/hour for Working Students (20h/week)

Work Model: Remote (Germany)

Shift Model: Sunday/Holidays/Inconvenient times

Your Role

Our customers run 24/7 operations across multiple countries. When support is needed on a Sunday or early hours on weekdays, you are the crucial first line of defense. As part of a dedicated 4-person Working Student cohort in Technical Customer Support, your team will fully own the 24-hour Sunday support cycle on a rotational basis. You will monitor system health, check critical alerts, respond to customer inquiries, and coordinate with our Field Engineers and Integration teams to prevent worst-case scenarios and keep our scanning solutions running.

This is not just logging tickets. You will be actively fault-finding, interacting directly with customers, and taking on massive ownership in a fast-paced corporate environment. If you want a role where your weekend work makes a highly visible, critical difference to global operations, this is it.

⚠️ Shift Hours:

This is a rotational shift position with a workload of 20 hours per week. Shifts are scheduled by the Operations Manager to ensure 24/7 coverage. Candidates must be available to work weekends and public holidays, as well as early morning shifts starting at 4:00 AM CET. Flexibility is essential to meet the operational needs of our global support team.

Your Day-to-Day

• Take ownership of your rotational shifts (more focussed on weekends and early hours of weekdays) to provide continuous, seamless 24-hour team coverage.
• Proactively monitor the status and telemetry of a globally installed units.
• Investigate and triage any system alerts to prevent critical downtime or hardware quenching.
• Interact with and answer customer inquiries using various mediums with a high standard of communication.
• Solve issues independently using the provided knowledge base, or fault-find, document, and escalate complex issues.
• Coordinate the finding of a solution with our developers and 3rd level teams.
• Ensure the case is meticulously documented in our systems and the customer is constantly updated.

Your Experience and Skills

• Studying for a technical degree at a technical college or university.
• A good base of technical knowledge to build upon.
• Any customer support experience would be a plus.
• Analytical, trouble-shooting mindset.
• Comfortable following documented processes and writing clean notes
• Clear communicator in English; German, French or Spanish fluency are a plus.
• Any customer support or software experience is beneficial

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.

What makes you stand out from other candidates

• You're genuinely curious about technology.
• You stay calm when things go sideways.
• And you can explain a technical problem to someone who just wants it fixed, without the jargon.

Join a team with 40+ nationalities across 5 continents, all driven by a shared purpose: shedding light on the world’s toughest challenges.

Work-Life Integration

• Work-Life Integration: We’re dedicated to helping you maintain a healthy balance between work and personal life. Our benefits include:
• 20 Days of Paid Leave: Take time to rest and recharge.
• Remote Work Flexibility: Work from anywhere for up to 60 days each year.
• Corporate Discounts: Enjoy exclusive discounts on a variety of products and services.

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:

You'll become part of our diverse and international team. Learn more about the team members, their work, and challenges here: https://orbem.ai/company/

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!