Remote Technical Support Manager Lead Customer Tech

SimX; San Francisco (CA); Remote; USD 95,000 - 125,000; Full time

Benefits offered by this job

Remote work

Company-paid premiums

401(k) with employer matching

Unlimited PTO

Job summary

SimX is seeking a Technical Support Manager to lead a small team delivering world-class support for our medical simulation VR platform. You will resolve day-to-day client issues, optimize support workflows, and ensure high customer satisfaction while collaborating with Sales, Product, and Engineering.

The role requires a technical degree, 5+ years in technical support, and 2+ years in leadership. Remote work within the continental United States is supported, with a strong customer-centric

Qualifications

• Bachelor's degree in a technical field or equivalent experience.
• Minimum 5 years in technical support with at least 2 years in management.
• Experience leading a small technical support team and resolving complex issues.

Responsibilities

• Directly manage and mentor a small team of Technical Support Specialists.
• Oversee scheduling, queue distribution, and escalation paths.
• Maintain SLAs, resolve customer inquiries, and develop knowledge base resources.
• Collaborate with Sales, Product, Engineering, and QA to improve support and product usability.

Skills

Leadership

Customer focus

Technical troubleshooting

Communication

Zendesk / Jira knowledge

Education

Bachelor's degree in a technical field

Tools

Zendesk

Jira Service Management

Job description

SimX is seeking a Technical Support Manager to lead a small team delivering world-class support for our medical simulation VR platform. You will resolve day-to-day client issues, optimize support workflows, and ensure high customer satisfaction while collaborating with Sales, Product, and Engineering.

The role requires a technical degree, 5+ years in technical support, and 2+ years in leadership. Remote work within the continental United States is supported, with a strong customer-centric