Technical Support Manager

SimX, Inc • San Francisco, CA

2d • $95,000 - $125,000 • Remote

About The Position

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.

Requirements

• Bachelor's degree in a technical field (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.
• 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

• 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.).
• 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.
• 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.

Benefits

• 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

What This Job Offers

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