Technical Support Manager

Technical Support Manager

OUR COMPANY
SimX is a fast-growing company that has brought virtual and augmented reality to medical simulation training. At the end of 2024, we were acquired by Madison Industries, a partnership that has provided a surge in resources to accelerate our growth and mission. Our professional-grade VR system is the first of its kind, used by physicians, nurses, and paramedics to reduce medical errors and save lives.

Over the last decade, demand for our product has exploded; we are now used by 10 of the nation’s top 15 hospitals, including world-renowned institutions like the Cleveland Clinic, Mayo Clinic, and the University of Pennsylvania, our product is used around the world, and our technology is deployed across more than 50 US Military installations. We are looking for a mission-driven Technical Support leader to help us continue this momentum and achieve our mission to save lives around the world through better, faster, and more accessible simulation training.

THE JOB
SimX is seeking a highly motivated and experienced Technical Support Manager to join our team in a hands-on, player-coach capacity. You will be responsible for managing a small team of support specialists while staying actively involved in resolving day-to-day client issues. You will ensure the seamless and efficient delivery of technical support to our valued clients, playing a critical role in maintaining customer satisfaction, driving product adoption, and contributing to the overall success of SimX. This role requires a strong blend of technical expertise, people management skills, and a customer-centric mindset.

CORE RESPONSIBILITIES
Team Leadership & Support Operations:
● Directly manage, mentor, and guide a small team of Technical Support Specialists, conducting regular 1-on-1s and managing team performance.
●Manage scheduling, queue distribution, and escalation paths to ensure complete support coverage.
●Establish and maintain efficient support workflows, processes, and best practices.
●Oversee the ticketing system (e.g., Zendesk, Jira Service Management) and actively work technical tickets alongside your team to ensure timely and accurate resolution of customer inquiries.
●Own key support metrics, monitoring and ensuring compliance with service level agreements (SLAs), including response times, resolution times, and customer satisfaction scores.
●Develop and maintain a comprehensive knowledge base and self-help resources for customers and internal staff.
●Identify and analyze support trends to proactively address potential issues and improve product usability.
●Create a customer feedback gathering process and report to share with the Operations team on a monthly basis.
●Provide IT support for internal team members (hardware/software issues, troubleshooting, etc.).

Customer Relationship Management:
●Act as a point of escalation for complex or critical customer support issues, taking hands-on ownership to ensure timely and satisfactory resolution.
●Develop and maintain strong relationships with key customers, understanding their unique needs and challenges.
●Monitor customer satisfaction levels and implement strategies to continuously improve the customer support experience.
●Gather customer feedback and advocate for product improvements that enhance usability and address customer pain points.
Cross-Functional Collaboration:
●Work closely with Sales, Customer Success, Product, and Engineering teams to ensure a cohesive and seamless customer experience.
●Collaborate with Engineering, QA, and Product teams to escalate complex technical issues and provide valuable customer feedback.
●Contribute to the development of product documentation and training materials.
●Participate in product release planning to ensure the support team is prepared for new features and updates.
MINIMUM REQUIREMENTS
●Bachelor's degree in a technical fi eld (e.g., Computer Science, Information Technology) or equivalent experience.
●Minimum of 5 years of experience in a technical support role, with at least 2 years in a management capacity.
●Proven ability to build, motivate, and lead a successful technical support team. Strong understanding of software troubleshooting methodologies and best practices.
●Experience with ticketing systems (e.g., Zendesk, Jira Service Management) and knowledge base management.
●Excellent communication (written and verbal), interpersonal, and problem-solving skills.
●Ability to explain complex technical concepts to both technical and non-technical audiences.
●Strong customer-centric approach with a passion for providing exceptional support.
You must live in and be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work within the continental United States.
PREFERRED QUALIFICATIONS
Note: these are not required to be a successful applicant, but we'd love it if you have one or two! Please also feel free to let us know if you have skills not listed here that you think would make you a great fit for our company.
●Experience supporting SaaS or cloud-based software solutions.
●Familiarity with virtual reality (VR) or augmented reality (AR) technologies.
●Experience in the healthcare or simulation industry.

COMPENSATION & BENEFITS
●Target salary range: $95,000 - $125,000 annually; commensurate with experience
●Remote work environment
●SimX covers 99% of employee premiums and 50% of dependent premiums for medical, dental, and vision
●401(k) with employer matching
●Company laptop, home office credit, and internet reimbursement
●Unlimited PTO
SimX is an equal opportunity employer. Our goal is to have a workforce that represents the full diversity of the health professionals that we aim to train and the patients whose care we want to improve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. SimX is committed to making reasonable accommodations to qualified individuals with disabilities.
The hiring department will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate.