[Hiring] Working Student - Technical Customer Support @Orbem

Role Description

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 and check critical alerts.
• Respond to customer inquiries.
• 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 focused on weekends and early hours of weekdays) to provide continuous, seamless 24-hour team coverage.
• Proactively monitor the status and telemetry of 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.

Qualifications

• 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.

Requirements

• Genuinely curious about technology.
• Ability to stay calm when things go sideways.
• Capability to explain a technical problem to someone who just wants it fixed, without the jargon.

Benefits

• 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.

Company Description

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

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!