About ProsciaProscia 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 PositionAs 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 SLAsReview feedback from customers, compiling and analyzing support data, and recommending technical changes as appropriateCoordinate cross-departmentally to ensure feature requests and bugs are properly communicatedDebug customer issues by attempting to replicate in lab environment and gather necessary evidence to formulate a root cause hypothesisPerform customer upgrades and assist with basic provisioningAssist customers in implementing solutions to service requestsEstablish monthly ticket review meeting cadence with Premium Support CustomersHave complete ownership of client service requests thru resolutionProvide proactive client communication to ensure client satisfactionProvide documentation of potential software defectsMaintain on-going knowledge of Proscia’s application and client’s environmentsContribute to internal knowledge base and share information about technical issues within your teamAssist with call escalationsProvide feedback on training materials and needs of the teamProvide phone support and/or live troubleshooting calls as neededWhat You'll Bring:5+ Years of experience in a tier 3 Technical Support Engineer roleDegree in one of more of the following areas: Networking, Telecommunications, or Computer Science Experience working end-to-end within a technical escalation process, from customer requests to engineering/product teamsProven track record of identifying patterns and recognizing potential issues before they involve Engineering, minimizing downtime and ensuring a seamless customer experienceKnowledge-base of remote connection methodsAbility to analyze data, resolve problems, make decisions independently, and work in a team environmentUnderstanding of network architectures and basics elementsKnowledge of Linux is requiredKnowledge of Kubernetes is requiredKnowledge of Docker Compose is requiredKnowledge of Digital pathology is a plusAI Experience requiredBeyond Just WorkBeing 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 value difference, celebrate growth, and support our team’s personal and professional success. Join us in changing the world and advancing humankind.
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