Technical Support Manager

SimX • San Francisco, CA

1d • Remote

About The Position

SimX is seeking a motivated, experienced Technical Support Manager to lead a small team of support specialists in a hands-on, player-coach capacity. The manager will oversee support operations and remain actively involved in resolving day-to-day client issues. The role is important to delivering efficient technical support, maintaining customer satisfaction, encouraging product adoption, and supporting SimX’s mission to improve access to medical simulation training. It combines technical expertise, people management, and a customer-centric approach.

The position works across Sales, Customer Success, Product, Engineering, and QA to provide a cohesive customer experience, escalate complex issues, share customer feedback, and prepare support teams for product releases. The role also provides internal IT support. Candidates must live in and be authorized to work in the United States. SimX is generally open to remote work within the continental United States.

Requirements

• Bachelor’s degree in a technical field, such as Computer Science or Information Technology, or equivalent experience.
• At least 5 years of experience in a technical support role, including at least 2 years in a management capacity.
• Demonstrated ability to build, motivate, and lead a successful technical support team.
• Strong understanding of software troubleshooting methodologies and best practices.
• Experience with ticketing systems such as Zendesk or Jira Service Management and with knowledge-base management.
• Excellent written and verbal communication, interpersonal, and problem-solving skills.
• Ability to explain complex technical concepts to technical and non-technical audiences.
• Strong customer-centric approach and passion for providing exceptional support.
• Must live in and be authorized to work in the United States.

Nice To Haves

• 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.

Responsibilities

• Manage, mentor, and guide a small team of Technical Support Specialists, including conducting regular one-on-ones and managing team performance.
• Manage scheduling, support queue distribution, and escalation paths to ensure support coverage.
• Establish and maintain efficient support workflows, processes, and best practices.
• Oversee the ticketing system and work technical tickets alongside the team to resolve customer inquiries accurately and promptly.
• Monitor support metrics and ensure compliance with service-level agreements, including response times, resolution times, and customer satisfaction scores.
• Develop and maintain knowledge-base and self-help resources for customers and internal staff.
• Identify and analyze support trends to address potential issues proactively and improve product usability.
• Create a customer-feedback gathering process and provide a monthly report to the Operations team.
• Provide internal IT support for hardware and software issues and troubleshooting.
• Serve as an escalation point for complex or critical customer support issues and take hands-on ownership through resolution.
• Build and maintain relationships with key customers, understanding their needs and challenges.
• Monitor customer satisfaction and implement strategies to improve the customer support experience.
• Gather customer feedback and advocate for product improvements that enhance usability and address customer pain points.
• Work with Sales, Customer Success, Product, and Engineering teams to support a cohesive customer experience.
• Collaborate with Engineering, QA, and Product teams to escalate complex technical issues and share customer feedback.
• Contribute to product documentation and training materials.
• Participate in product release planning to prepare the support team for new features and updates.

Benefits

• SimX covers 99% of employee medical, dental, and vision premiums and 50% of dependent premiums.
• 401(k) with employer matching.
• Company laptop.
• Home office credit.
• Internet reimbursement.
• Unlimited PTO.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager