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 $72MM in funding from great investors like Highline Capital Management, Triangle Peak Partners, Alpha Intelligence Capital, Scale Venture Partners, Hitachi Ventures, Flybridge, and more.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, including Premium customers, 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 and triage 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
- Debug complex customer issues by attempting to replicate in lab environment and gather necessary evidence to formulate a root cause hypothesis
- Live troubleshooting calls as needed
- Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated
- Perform customer upgrades and assist with basic provisioning
- 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
What You'll Bring:
- 5+ Years of experience in a Technical Support Engineer role, ideally with emphasis on Premium customers
- 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
Beyond just workBeing a Proscian means believing in a mission, overcoming challenges in the journey together, and sharing the resultant success. We believe that every mega growth period creates an exceptional career runway. We are 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, a schedule, a vibrant physical-office environment (for those in Philadelphia), 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.
