Job Title: Customer Support & QA Specialist

Location: Remote (USA)

Days/Week: Full Time, must be able to work US EST hours.

Who We Are

Intulect builds AI-facilitated clinical simulation and competency software for nursing schools and health systems. Our platform runs on VR headsets, PC, and the browser, and spans
simulation, a learning management system, NCLEX preparation, a mock EHR, competency
tracking, and recruiting — a single system that follows a nurse from first clinical day to first job.

The Opportunity

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.

What You’ll Do

Test the product before customers do

● Run functional, regression, and usability testing on new features and releases across VR (Meta Quest), desktop, and browser.

● 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.

Be the first line of technical support

●   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

Bridge the two teams

●  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.

Who You Are

Experience

● 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.

Skills

● Methodical and detail-oriented

● Clear written communication and documentation that can be written for technical and non-technical team members

● Comfortable with browser developer tools, log files, and basic device or network troubleshooting.

Attributes

● 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.

Nice to have

● 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.

Why Join Us?

• 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.

How to Apply

Fill out the form below and submit your resume!