Technical Support Engineer, Emea

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 This Position
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.
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 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
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
Assist with call escalations
Provide feedback on training materials and needs of the team
Provide phone support and/or live troubleshooting calls as needed
What You'll Bring:
5+ Years of experience in a tier 3 Technical Support Engineer role
Degree in one of more of the following areas: Networking, Telecommunications, or Computer Science
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 Docker Compose is required
Knowledge of Digital pathology is a plus
AI Experience required
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.
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