[Hiring] Strategic Support Engineer @Proscia

Role Description

Some customers don't file a ticket and wait. They pick up the phone and expect the person on the other end to already understand their environment and workflows. Those are your customers. Proscia’s most strategic accounts run mission-critical digital pathology at scale, and they turn to one person who owns the technical relationship end-to-end.

As a Strategic Support Engineer, you are the technical owner and trusted advisor for a portfolio of Proscia’s highest-profile customers. This isn't queue work. You know your accounts better than anyone, drive their hardest issues to resolution, and carry what you learn back to Engineering and Product so the platform evolves to meet what your customers need. You do it in an AI-first support organization, using modern tooling to move faster than the role previously allowed.

Qualifications

• Bachelor’s degree in Computer Science, Biomedical Engineering, or a related field, or equivalent professional experience.
• 5+ years of technical support or related experience, with a focus on large, strategic accounts.
• Expertise in digital pathology, healthcare, or related industries, including how software and hardware integrate, and a track record of troubleshooting complex issues.
• Fluency with AI-assisted workflows: you've made AI a default part of how you investigate and communicate, and you know how to validate and constrain what it produces.
• Hands-on proficiency across diagnostic, monitoring, and support tooling, Linux/Windows environments, networking protocols, and cloud (AWS, Azure, Kubernetes).
• Strong root-cause, debugging, testing, and validation skills for complex software and infrastructure issues.
• Proven experience mentoring or leading other technical professionals, and influencing internal teams (Engineering, Product, Technical Operations) to prioritize customer needs.
• Excellent written and verbal communication, with real experience managing customer relationships and incident communications.
• The ability to manage multiple high-profile accounts at once, prioritizing by business impact and proactively anticipating customer needs.

Requirements

• Own your customers.
• Serve as the go-to SME for your assigned strategic accounts.
• Investigate complex, multi-faceted issues across application, infrastructure, and integrations.
• Lead the response during major incidents with steady, high-touch communication.
• Carry a strong, evidence-based point of view to prioritize fixes and features.
• Maintain a current technical success plan for each assigned account.
• Identify emerging risks early and drive cross-functional plans.

Benefits

• Competitive pay.
• Support with savings, schedule, and insurance options that promote long-term health and personal growth.
• Creative and agile office environment with collaborative spaces.
• Located in the heart of Philadelphia with views of the city.

Company Description

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.

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.