[Hiring] Technical Support Manager @SimX

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.

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.

Requirements

• You must live in and be authorized to work in the United States.
• Depending on the position, we may have a preference for a specific location, but are generally open to remote work within the continental United States.

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.