Support Manager - 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:

Develop processes to optimize support operations, ensuring alignment with company objectives and customer requirements.
Enhance support operations by proactively identifying areas for improvement, implementing necessary changes, and tracking performance metrics.
Lead the resolution of technical issues, serving as the primary point of contact for Tier 1, Tier 2, and Tier 3 support, and ensuring timely and satisfactory resolution for customers.
Collaborate with other departments, including product development and sales.
Recruit team members as necessary.
Ensure compliance with relevant industry standards and regulations.

Bachelor's degree in Information Systems Management or a relevant field
At least 3 years experience in a Support Manager role in a SaaS company (medical device or healthcare software industries - preferred)
Previous experience in a Global company in a management role
Previous experience as Technical Support (Linux servers and AWS)
Knowledge of writing scripts in Python - an advantage
Demonstrated success in implementing support processes, particularly with a SaaS product
Proficient in English with excellent written and verbal communication skills
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