Technical Support Engineer, EMEA

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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. 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 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 provide advanced technical support to a customer base that leverages our full Concentriq enterprise pathology platform and will resolve complex customer problems, identify root causes, and develop improvements to ensure consistent service delivery.

• 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
• 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

• 5+ years of experience in a tier 3 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 Docker Compose is required
• Knowledge of Digital pathology is a plus
• AI Experience required

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.

• Mid-Senior level

• Full-time

• Information Technology

• Software Development

Location: Dublin, Ireland