[Hiring] Technical Support Engineer @Proscia
Mar 19, 2025 - Proscia is hiring a remote Technical Support Engineer. 💸 Salary: unspecified. 📍Location: USA.
Role Description
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.
- 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
Qualifications
- 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
Benefits
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.
Company Description
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.
- Our software is used by thousands of scientists and pathologists working on the front lines of fighting cancer and other diseases.
- Proscia has raised over $100M in capital from world-class healthcare and technology investors.
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| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
|
Salary
💸
unspecified
|
Remote
Location
USA
|
|
Job Type
full-time
|
Posted
Mar 19, 2025
|
| 📍 | Be aware of the location restriction for this remote position: USA |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
