Technical Support Manager

Our Company
SimX is a fast-growing company that has brought virtual and augmented reality to medical simulation training. At the end of 2024, we were acquired by Madison Industries, a partnership that has provided a surge in resources to accelerate our growth and mission. Our professional-grade VR system is the first of its kind, used by physicians, nurses, and paramedics to reduce medical errors and save lives.

Our Company
SimX is a fast-growing company that has brought virtual and augmented reality to medical simulation training. At the end of 2024, we were acquired by Madison Industries, a partnership that has provided a surge in resources to accelerate our growth and mission. Our professional-grade VR system is the first of its kind, used by physicians, nurses, and paramedics to reduce medical errors and save lives.

Over the last decade, demand for our product has exploded; we are now used by 10 of the nation's top 15 hospitals, including world-renowned institutions like the Cleveland Clinic, Mayo Clinic, and the University of Pennsylvania, our product is used around the world, and our technology is deployed across more than 50 US Military installations. We are looking for a mission-driven Technical Support leader to help us continue this momentum and achieve our mission to save lives around the world through better, faster, and more accessible simulation training.

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.

• 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.).

• 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.

• Work closely with Sales, Customer Success, Product,…