Staff Technical Support Engineer

Reports to: Head of Global Support
Location: Remote

About Proscia

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.

About the Role
As a Staff Technical Support Engineer, you are the most senior technical escalation point within the Support organization. You own Proscia's most complex, high-impact customer issues end-to-end, set the technical bar for the team, and partner directly with Engineering, Product, and Customer Success leadership to influence how Proscia's platform is built, deployed, and supported. This role blends deep hands-on troubleshooting with mentorship, process ownership, and cross-functional influence.

Responsibilities

• Serve as the final technical escalation point for the Support organization, owning the most complex, ambiguous, and business-critical customer issues thru resolution
• Lead root-cause investigations that span multiple systems, driving evidence gathering, hypothesis formulation, and reproduction in lab environments for the hardest defects
• Define and continuously improve the technical escalation process, establishing best practices for how issues move from customer request to Engineering and Product teams
• Act as the primary technical relationship owner for Proscia's Premium and Strategic Support Customers, running executive-level ticket reviews and health check-ins
• Partner cross-departmentally with Engineering, Product, and QA to influence roadmap decisions based on patterns identified in customer environments
• Identify systemic risks and recurring issues before they escalate, proactively driving fixes that reduce downtime and ticket volume across the customer base
• Mentor and coach Technical Support Engineers, leading technical training, pairing sessions, and structured onboarding for new team members
• Own and evolve the internal knowledge base, setting documentation standards and auditing quality across the team
• Lead complex customer upgrades, migrations, and provisioning efforts, including those involving Kubernetes-based deployments
• Analyze support data at scale to identify trends, recommend technical and process changes, and report findings to Support and Engineering leadership
• Represent Technical Support in cross-functional planning, providing the voice of the customer during product and infrastructure decisions
• Provide proactive, high-touch client communication during critical incidents, including leading live troubleshooting and major incident calls
• Maintain deep, current expertise in Proscia's application, infrastructure, and client environments, staying ahead of new releases and features
• Contribute to and help shape training materials, career development frameworks, and staffing plans for the Support team
• Provide after-hours or on-call support for critical escalations as neede
  

Experience

• 8+ years of experience in a Technical Support Engineer role, including senior or lead-level responsibilities
• Demonstrated experience owning the technical escalation process end-to-end, from customer request through Engineering and Product resolution, at scale
• Proven track record of identifying systemic patterns and driving preventative fixes that measurably reduce downtime and escalations
• Experience mentoring, coaching, or leading other support engineers, and shaping team-wide technical standards
• Deep knowledge of remote connection methods and troubleshooting techniques across distributed systems
• Ability to analyze complex data sets, resolve ambiguous problems, and make high-stakes decisions independently
• Strong understanding of network architectures and infrastructure fundamentals
• Advanced knowledge of Linux is required
• Advanced knowledge of Kubernetes is required
• Experience influencing product or engineering roadmaps based on customer and support data is strongly preferred
• Experience supporting or troubleshooting AI/ML-powered features, including diagnosing model-driven behavior, algorithm output issues, and data or inference pipeline failures, is strongly preferred
• Comfort using AI-powered tools (e.g., for log analysis, root-cause investigation, or knowledge base automation) to accelerate troubleshooting and scale support operations
• Ability to translate AI/ML-related customer issues into actionable technical detail for Data Science and Engineering teams
• Knowledge of digital pathology is a plus
• Experience in an AI-driven healthcare, diagnostics, or computational imaging environment is a plus

Beyond Just Work

As a company in healthcare, 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.

Our office environment is designed for creativity and agility: with walls as notepads and couches for collaboration. We’re located in the heart of Philadelphia, with views of the city so you can spend your time focusing on what matters most.

At Proscia, we don’t just accept differences — we celebrate them, we support them, and we thrive on them for the benefit of our employees, our products, and our community. Proscia is proud to be an equal opportunity workplace.