Support Engineer - IL

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. Requires at least 3 years in a Technical Support Manager role in a SaaS setting (medical device/healthcare software advantage). Proficient with Linux and Windows, capable of analyzing system logs, and implementing process improvements for a SaaS product. Strong English communication skills, multitasking in a fast-paced environment, and the ability to work flexible hours across time zones. Knowledge of Python scripting is an advantage.