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Role Description

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.

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.

Qualifications

• Proven experience in building and maintaining a ticketing system (ideally 5+ years).
• Preferred BA/B.Sc. 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.

Requirements

• No visa sponsorship is available for this position.

Company Description

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.

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.