Customer Support & QA Specialist
Intulect
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Job summary
Intulect is hiring a Customer Support & QA Specialist to sit between our development team and account managers. You will test features before customers see them, pre-test releases, and provide support during updates to ensure a smooth rollout.
We seek 1–3 years in technical support or software QA, with a comfort level using Monday.com and ticketing systems. Optional exposure to VR hardware or healthcare education is a plus; this remote role follows US EST hours.
Qualifications
- 1–3 years in technical support, software QA, implementation, or a similar product-facing technical role.
- Hands-on experience troubleshooting software for non-technical users.
- Comfortable with ticketing and project tools; we run on Monday.com.
Responsibilities
- Test the product before customers do: build and maintain test plans and release checklists.
- Be the first line of technical support for nursing faculty, program administrators, and health system staff.
- Triaging, documenting, and prioritizing issues, resolving what you can and escalating what you cannot.
- Bridge the two teams: translate customer-reported problems into technical detail for developers, and explain status to non-technical stakeholders.
Skills
Tools
Job description
Will Kirkpatrick, a certified Family Nurse Practitioner, nursing simulationist, and game developer, leads innovation and simulation development at Intulect. With expertise in both nursing and game development, he recognized key gaps in the transition from nursing education to practice. In 2021, he founded Intulect to revolutionize nursing education by creating products that better prepare students for real-world scenarios. He also enhances teaching tools by integrating AI facilitation into simulations, making instruction more effective and efficient.
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
William Kirkpatrick, MSN, RN
Founder, CEO
Alexis Kirkpatrick, MSN, RN
Director of Customer Success
Customer Success Specialist
Nursing Executive
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Jack Kluesner, MSN, RN
VP of Growth & Strategy
Director of Simulation
Maverick Gamble
Business Development Representative
Job Title: Customer Support & QA Specialist
Location: Remote (USA)
Days/Week: Full Time, must be able to work US EST hours.
We are hiring a Customer Support & QA Specialist to sit between our development team and our account managers. You will test what we build before customers see it, and you will ensure all product updates run smoothly by pre-testing and providing support to customers during the updates.
This is a role for someone who genuinely enjoys both halves of that job: the enjoyment to work through a quality checklist to ensure product stability internally with the developers, and externally to support customers utilizing the product.
- Build and maintain test plans and release checklists so every update is verified the same way, every time.
- Write clear, reproducible bug reports — steps, environment, expected versus actual, evidence — that developers can act on without a follow-up conversation.
- Verify fixes and confirm resolution before a release goes out or a ticket is closed.
- Flag usability problems, not just defects. If a feature technically works but confuses a user, that is a finding worth raising.
- Own Level 1 technical inquiries from nursing faculty, program administrators, and health system staff — headset setup and device management, logins and access, LMS and course configuration, playback and performance issues.
- Triage, document, and prioritize incoming issues, resolving what you can and escalating what you cannot with enough detail that engineering can start immediately.
- Track tickets to closure and follow up with customers
- Spot patterns across tickets and surface recurring issues as product feedback
- Translate customer-reported problems into technical detail for developers, and technical status into plain language for account managers and customers.
- Brief the account management team ahead of each release on what is changing, what to watch for, and what to tell customers.
- Keep support documentation, troubleshooting guides, known-issue lists, and internal FAQs current as the product evolves.
- Represent the customer's day-to-day experience in product and release conversations.
- 1–3 years in technical support, software QA, implementation, or a similar product-facing technical role. Strong candidates from adjacent backgrounds — clinical simulation lab coordination, ed-tech support, healthcare IT — are welcome.
- Hands-on experience troubleshooting software for non-technical users.
- Comfortable with ticketing and project tools; we run on Monday.com.
- Methodical and detail-oriented
- Clear written communication and documentation that can be written for technical and non-technical team members
- Calm and genuinely helpful when someone is frustrated and short on time.
- Self-directed & motivated to lead quality initiatives.
- Curious about the product and about the people using it.
- Experience with VR hardware or Meta Quest device management.
- Familiarity with healthcare education, nursing programs, or simulation labs.
- Exposure to CRM software, support ticket systems, and development tools.
No VR experience is required but is considered a qualification.
- Mission-Driven: Be part of a healthcare team dedicated to transforming healthcare education and improving transition to care and patient outcomes.
- Innovative Technology: Work with cutting-edge VR solutions that are reshaping the industry.
- Supportive Culture: Join a collaborative, close-knit team of sales, clinical, and tech professionals.
- Professional Growth: Develop expertise in VR technology, simulation-based education, and curriculum integration.
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