• Provide high-quality technical support and consultation through Zendesk tickets and customer calls. • Handling complex and urgent customer situations, including incident response and escalations. • In-depth debugging that requires close examination of logs, analysis of customer codebases, and collaboration with engineering teams. • Providing architectural guidance to customers on WordPress implementations. • Building and updating internal and customer-facing documentation. • Contributing to the continuous improvement of our platform, processes, and customer experience.

• Serve as the primary technical resource for developers integrating Magic's SDK • Troubleshoot and resolve technical issues across various languages, frameworks, and blockchain environments • Guide customers through implementation challenges, helping them understand best practices • Identify patterns in support requests to improve documentation and developer experience • Provide technical qualification and support for prospective customers and partners • Understand customer requirements and articulate how Magic solves their onboarding and checkout flow needs • Develop and deliver technical demos showcasing specific use cases and integrations • Partner with AEs and partnerships executives to execute the technical aspects of the sales strategy • Successfully onboard and launch customers, guiding them toward renewal and expansion • Contribute to technical content, documentation, and demos • Translate ambiguous customer needs into specific, deliverable requirements and solutions

• Lead live onboarding calls with new Amplify customers via Zoom • Own the end-to-end onboarding process from initial setup to go-live • Implement and customize Amplify using HTML and CSS when needed • Work directly in customer Shopify merchants to ensure correct installation and configuration • Troubleshoot technical issues related to Amplify, Shopify, and storefront behavior • Clearly explain technical concepts to non-technical customers • Coordinate with Product and Engineering to resolve bugs or complex issues • Document onboarding steps, customer configurations, and edge cases • Identify recurring onboarding challenges and suggest process or tooling improvements • Ensure customers feel confident, supported, and ready to launch with Amplify

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. 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.