Technical Support Engineer - Remote Eligible

Technical Support Engineer

Proscia is revolutionizing pathology, the last major frontier in healthcare to embrace digital. As a leader in pathology AI software, we are empowering pathologists and scientists to transition from traditional microscope-based workflows to digital, AI-driven approaches, unlocking new possibilities in precision medicine.

The digital pathology market is experiencing explosive growth as advances in AI enable unprecedented insights into diseases like cancer. Pathology is central to medicine, and the shift to AI-powered solutions is not just modernizing workflows—it's transforming how diseases are diagnosed, treated, and understood. Predictions for the future of pathology show a tidal wave of adoption, with experts describing the field as "poised for the next major breakthrough" in healthcare innovation.

Backed by over $100 million in funding from leading healthcare and technology investors, Proscia is at the forefront of this revolution. Joining Proscia means being part of a company at the cutting edge of healthcare innovation, where the possibilities are limitless. With the convergence of AI, precision medicine, and digital pathology, we're not just changing pathology—we're redefining what's possible in medicine.

About This Role

As a Technical Support Engineer, you will be a member of our Technical Support team within the Customer Experience organization. You will be responsible for providing exceptional support to our customers when they need it most, across multiple forms of communication. You will provide advanced technical support to a customer base that leverages our full Concentriq enterprise pathology platform.

In this role, you will resolve complex and oftentimes unknown customer problems with new or unusual symptoms. Your primary responsibility is to identify the root cause of complex issues and provide solutions that meet the unique needs of each customer. In order to do this, you'll draw on past experience to guide your troubleshooting efforts for unknown problems, follow established processes and, where necessary, develop new ones to improve operational efficiency and ensure consistent service deliverability.

What You'll Do:

• Monitor a service desk queue and respond or resolve within agreed upon SLAs
• Review feedback from customers, compiling and analyzing support data, and recommending technical changes as appropriate
• Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated
• Debug customer issues by attempting to replicate in lab environment and gather necessary evidence to formulate a root cause hypothesis
• Perform customer upgrades and assist with basic provisioning
• Assist customers in implementing solutions to service requests
• Have complete ownership of client service requests thru resolution
• Provide proactive client communication to ensure client satisfaction
• Provide documentation of potential software defects
• Maintain on-going knowledge of Proscia's application and client's environments
• Contribute to internal knowledge base and share information about technical issues within your team
• Provide feedback on training materials and needs of the team
• Provide call escalations and/or live troubleshooting as needed

What You'll Bring:

• 5+ years of experience in a tier 3 Technical Support Engineer role
• Experience working end-to-end within a technical escalation process, from customer requests to engineering/product teams
• Proven track record of identifying patterns and recognizing potential issues before they involve Engineering, minimizing downtime and ensuring a seamless customer experience
• Knowledge-base of remote connection methods
• Ability to troubleshoot and resolve previously unknown problems
• Ability to make decisions independently, and work in a team environment
• Understanding of network architectures and basics elements
• Knowledge of Linux is required
• Knowledge of Kubernetes is required
• Knowledge of Docker Compose is required
• AI Experience required
• Knowledge of Digital pathology is a plus

As a company in healthcare, we want our people to be happy and healthy, in and out of the office. In addition to competitive pay, we ensure everyone on our team is supported with savings, schedule, and insurance options that promote long-term health and personal growth.

Our office environment is designed for creativity and agility: with walls as notepads and couches for collaboration. We're located in the heart of Philadelphia, with views of the city so you can spend your time focusing on what matters most.

At Proscia, we don't just accept differences—we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. Proscia is proud to be an equal opportunity workplace.