Support Engineer - IL

About Ibex:

IBEX develops state-of-the-art artificial intelligence SaaS solutions for cancer diagnostics. Our cutting-edge technology is transforming the diagnosis of cancer, leading to rapid and accurate decision making and providing new diagnostic insight to enable precision medicine.

IBEX is a well-funded start-up with global presence and headquarters in the USA and Israel.

Our world class team of researchers, engineers and medical experts is growing. If you are an outstanding professional, passionate about your work, a team player and want to make a difference in the lives of millions of people – Come join us!

Responsibilities:

• Own and manage all aspects of customer support operations end-to-end, ensuring alignment with company objectives and customer needs.

• Drive continuous improvement of support processes by identifying opportunities for optimization, implementing changes, and monitoring performance metrics.

• Serve as the primary point of contact for Tier 1, Tier 2, and Tier 3 support, leading the investigation and resolution of technical issues to ensure timely and effective customer outcomes.

• Collaborate cross-functionally with customer operations, sales, product development, engineering, and other teams to support customer success and product improvement.

• Maintain compliance with relevant industry standards and regulatory requirements.

• At least 3 years experience as a Technical Support Engineer role in SaaS company (medical device or healthcare software industries - an advantage) - a must!

• Experience with Linux and Windows 

• Experience analyzing system and platform logs

• Demonstrated success in implementing support process improvements, particularly with a SaaS product

• Proficient in English with excellent written and verbal communication skills - a must!

• Multitasking and prioritizing skills in a fast-paced environment

• Excellent communication and interpersonal skills, ability to effectively interact with customers and team members

• Ability to work flexible hours, accommodating customer needs and supporting team members across time zones

• Knowledge of writing scripts in Python - an advantage

*We are an equal opportunity employer and committed to creating a friendly, inclusive environment that is a pleasure to work in, and where there is an unbiased acceptance of others.