Head of Technical Support

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. 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.

What We’re Seeking

As the Head of Technical Support, you will lead and evolve Proscia’s global Technical Support organization within a well-established, high-performing environment. Our support function operates with defined processes, clear performance metrics, and a seasoned team of professionals committed to delivering exceptional customer outcomes.

This role requires a leader who can operate at both a strategic and operational level, guiding and developing a mature organization while continuously elevating performance, scalability, and customer experience. You will be responsible for optimizing an already strong foundation, ensuring the team continues to deliver proactive, high-quality support that drives customer trust, retention, and long-term success.

Responsibilities

• Own and evolve the strategic vision for Proscia’s global Technical Support organization, building on a mature operational foundation
• Lead and develop a distributed team of experienced Support Engineers, fostering a high-performance, accountable, and customer-centric culture
• Balance people leadership with strategic thinking, ensuring team growth, engagement, and long-term organizational effectiveness
• Continuously refine support strategy, including prioritization, investment planning, and scalability to meet growing customer and business needs
• Leverage established KPIs (e.g., SLAs, CSAT, response/resolution times) to drive performance, identify trends, and implement data-driven improvements
• Partner with Customer Experience leadership on budget planning, capacity modeling, and resource allocation to maintain service excellence at scale
• Collaborate cross-functionally with Product, Engineering, TechOps, and Customer-facing teams to improve product quality, reduce support burden, and enhance customer experience
• Serve as the final escalation point for critical customer issues, owning executive-level communication both internally and externally, leading root cause analyses efforts, and ensuring timely, high-quality resolution and follow-through
• Identify opportunities to optimize workflows, tooling, and automation to improve efficiency and proactive support capabilities
• Champion a culture of continuous improvement, using metrics and feedback loops to raise the bar on service delivery and operational excellence
• Ensure consistency and quality of support across global regions and time zones

What You’ll Bring

• Extensive leadership experience in Enterprise SaaS environments, ideally in a regulated industry
• Experience leading a team responsible for high-touch, Premium level Support
• Strong technical credibility, with prior experience as a Support Engineer or leading technical support teams
• Proven leadership experience (5+ years) managing and developing high-performing support organizations
• Demonstrated ability to lead in a mature, metrics-driven environment, using data to inform decisions and improvements
• Experience operating as both a people manager and strategic leader, balancing team development with long-term organizational planning
• Track record of optimizing established processes, systems, and teams 
• Ability to lead effectively in a globally distributed organization across all timezones
• Strong cross-functional collaboration skills and ability to influence stakeholders at all levels
• Humble, servant leadership mindset with a focus on empowering teams and driving collective success

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 value difference, celebrate growth, and support our team’s personal and professional success. Join us in changing the world and advancing humankind.