Remote Technical Support Manager — SLA Lead

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

Benefits offered by this job

Remote work

401(k) matching

Medical benefits

Home office stipend

Unlimited PTO

Job summary

SimX is seeking a Technical Support Manager to lead a small team of specialists and remain hands-on with customer issues. You will drive operational excellence, SLA adherence, and knowledge-base growth while expanding adoption of our VR medical simulation platform.

Based in the United States, this role offers remote work within the continental US and a compensation package up to $125,000 with benefits, 401(k), and unlimited PTO.

Qualifications

• Bachelor's degree in a technical field or equivalent experience.
• Minimum 5 years in technical support, with at least 2 in management.
• Experience guiding a small tech support team and strong troubleshooting knowledge.
• Familiarity with Zendesk and Jira Service Management; strong written/verbal communication.

Responsibilities

• Lead and mentor a small team of Technical Support Specialists.
• Oversee scheduling, queues, escalation paths, and SLAs.
• Maintain knowledge base and self-help resources for customers and staff.
• Collaborate with Sales, Product, and Engineering to improve support quality.
• Resolve complex customer issues and act as escalation point.

Skills

Team leadership

Technical support

Customer-focused

Communication

Problem solving

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 of specialists and remain hands-on with customer issues. You will drive operational excellence, SLA adherence, and knowledge-base growth while expanding adoption of our VR medical simulation platform.

Based in the United States, this role offers remote work within the continental US and a compensation package up to $125,000 with benefits, 401(k), and unlimited PTO.