Technical Support Specialist (Remote)

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 person to help us continue this momentum and achieve our mission to save lives around the world through better, faster, and more accessible simulation training.

THE JOB

We are seeking a highly motivated Technical Support Specialist to deliver a combination of on-site field technical support across Nebraska and remote online ticket resolution for national SimX accounts.

In this dual-impact role, you will serve as the hands-on hardware and software specialist for Nebraska Critical Access Hospitals, EMS agencies, and training facilities participating in state health education initiatives. When not in the field, you will join our remote support queue, resolving tickets, live support calls, and technical inquiries for SimX customers across the country.

CORE RESPONSIBILITIES

• In-Person Nebraska Support: Perform hands-on setup, hardware troubleshooting VR headsets, routers, and device deployment at rural Nebraska clinics, CAHs, and EMS stations.
• Online Support: Manage tier-1 & 2 ticketing for SimX customers within SLA guidelines.
• Infrastructure Guidance: Assist rural Nebraska sites with local network configurations, mobile setup, and hardware maintenance
• Knowledge Base: Build user-friendly troubleshooting guides tailored for both technical IT staff and non-technical rural first responders.

MINIMUM REQUIREMENTS

• 2–4+ years in technical support, desktop support, or IT field operations
• Nebraska residency required (ability to travel regionally up to 25–30%).
• Hands-on hardware/networking troubleshooting experience (VR/AR hardware, mobile access points, local networks)
• Hands-on proficiency with modern help desk systems (e.g., Zendesk, Jira Service Management) and CRM tools (e.g., Salesforce).
• Exceptional written and verbal communication skills with an ability to simplify complex technical topics.
• Self-motivated, collaborative, and capable of managing priorities independently in a fully remote environment.

You must live in Nebraska and  be authorized to work in the United States. 

PREFERRED QUALIFICATIONS

Note: these are not required to be a successful applicant, but we'd love it if you have one or two! Please also feel free to let us know if you have skills not listed here that you think would make you a great fit for our company.

• Active experience configuring or maintaining VR/AR headsets (Meta Quest, HTC Vive, etc.).
• Prior experience supporting EMS, hospital IT, or rural healthcare infrastructure.
• Familiarity with Nebraska's rural geography and healthcare systems.

COMPENSATION & BENEFITS

• Target salary range: $50,000 - $70,000 annually; commensurate with experience
• Field and 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

SimX is an equal opportunity employer. Our goal is to have a workforce that represents the full diversity of the health professionals that we aim to train and the patients whose care we want to improve. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. SimX is committed to making reasonable accommodations to qualified individuals with disabilities.

The hiring department will conduct interviews of qualified individuals prior to requesting a criminal background check, and no job application submitted prior to such interview shall inquire into an applicant's criminal history. If this position is subject to a background check for any convictions related to its responsibilities and requirements, employment will be contingent upon successful completion of a background investigation including criminal history. Criminal history will not automatically disqualify a candidate.