Tech Support Specialist

About XRHealth

XRHealth is transforming healthcare by merging immersive XR/VR technology with AI to deliver personalized data-driven therapeutic experiences. Our platform supports clinicians and patients across physical therapy cognitive rehabilitation and mental health treatments.

As an official VR DME provider XRHealth enables patients to receive prescribed VR therapy devices covered by insurance including through the VA and other major payers. Our team works with both clinical partners and patients to ensure the technology is easy to use effective and accessible at home.

Position Overview

Were seeking a Tech Support Specialist to provide exceptional technical support to our customers and patients using XRHealths VR therapeutic devices and platform. This role is key to ensuring that patients have a seamless and empowering experience from setup and onboarding to ongoing technical assistance as they use our products as part of their treatment plans.

Key Responsibilities

• Provide responsive technical support to patients clinicians and partners using XRHealths VR therapeutic devices and software platform.

• Troubleshoot hardware and software issues related to VR headsets connectivity app performance and user accounts.

• Manage and document all support interactions through Zendesk and our CRM system.

• Guide patients through device setup calibration and usage ensuring accessibility and comfort for home-based care.

• Collaborate with internal teams (Product Operations and Clinical) to identify and resolve recurring technical issues.

• Assist in logistics coordination for DME device deployment including replacements returns and updates.

• Maintain a compassionate patient-centered approach in all communications.

• Support continuous improvement by identifying trends and contributing to process and product enhancements.

Qualifications

• 2 years of experience in technical support preferably in healthcare technology or medical devices.

• Hands-on experience with Zendesk and CRM systems (HubSpot Salesforce or similar).

• Strong technical troubleshooting and problem-solving skills.

• Excellent verbal and written communication skills; ability to explain tech concepts clearly to non-technical users.

• Comfortable working onsite in Needham MA.

• Experience in a startup or fast-paced environment is a plus.

• Familiarity with DME operations healthcare workflows or patient support processes is highly desirable.

Why Join XRHealth

• Join a pioneering company redefining digital therapeutics through XR/VR technology.

• Contribute directly to improving patients lives at home through accessible innovative care.

• Collaborate with a passionate mission-driven team in a dynamic startup culture.

• Grow your career at the intersection of technology healthcare and patient experience.