About Proscia

Pathology is at the center of medicine, and is undergoing a profound transformation as the final frontier of digitization in healthcare. We started Proscia to accelerate pathology’s transition from microscope to images, and to use that data to change the way we think about cancer. We can’t change medicine alone. That’s why we’re looking for curious thinkers. Big dreamers. Developers, evangelists, pathologists, and scientists. Exceptional talent to help us use great power for good and advance humankind.

At Proscia, we push the limits of medicine and technology, solving problems the world has never solved before. We build software used by thousands of scientists and pathologists, who work on the front lines of fighting big enemies, like cancer, for patients around the globe. To accelerate our vision, Proscia has raised capital from great investors like Highline Capital Management, Emerald Development Managers, Triangle Peak Partners, Alpha Intelligence Capital, Scale Venture Partners, Hitachi Ventures, Flybridge, and more.

About This Position

As a Senior Software Support & Operations 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 customer problems. 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 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 (AWS, GCP, Kubernetes, Docker Compose) and gather necessary evidence to formulate a root cause hypothesis

- Perform customer upgrades and assist with basic provisioning

- Provide assistance with Helm deployments for GA activities

- 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, acting as a mentor and coach

- Provide phone support and/or live troubleshooting calls as needed

What You'll Bring:

- Must be located in US Pacific Time Zone

- 5+ Years of experience in a Software Support Role for a Cloud based application

- 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 analyze data, resolve problems, make decisions independently, and work in a team environment

- Understanding of network architectures and basics elements

- Certification in Kubernetes is required

- Certification in Linux System Administration is required

- Proficiency in Helm Chart deployment

- Knowledge of Digital pathology is a plus

Beyond Just Work

As a company in the healthcare field, 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 atop the train station so you can spend your time focusing on what matters most. Yes, we have the free food, gourmet coffee, craft beer, and wellness rooms —but you’ll come for the challenge, the camaraderie, and the opportunity to do bold work.

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.