About Proscia

Pathology is at the center of medicine and is undergoing a profound transformation as the final frontier of digitization in healthcare. At Proscia, we are accelerating pathology’s transition from microscope to images—and using AI to change how we diagnose and understand diseases like cancer.

We push the limits of medicine and technology, solving problems the world has never solved before. Our software is used by thousands of scientists and pathologists working on the front lines of fighting cancer and other diseases. To accelerate our vision, Proscia has raised over $100M in capital from world-class healthcare and technology investors.

About This Position

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 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 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
• Act as escalation point for a subset of Premium Support Customers, facilitating monthly ticket check-ins
• 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
• Establish monthly ticket review meeting cadence with Premium Support Customers
• 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 phone support and/or live troubleshooting calls as needed

What You'll Bring:

• 5+ Years of experience in a 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 analyze data, resolve problems, 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 Digital pathology is a plus
• AI Experience a plus

Beyond Just Work

Being a Proscian means believing in a mission, overcoming challenges in the journey together, and sharing in what success brings. We believe that every major growth period creates an exceptional career runway. We’re here to change the world together and empower each other to become our best selves in the process.

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.

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