[Hiring] Technical Support Manager @SimX, Inc

Role Description

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.

Qualifications

• 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.

Preferred Qualifications

• 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.

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.