Strategic Support Engineer

About Proscia

Pathology is at the center of medicine and is undergoing a profound transformation as the final frontier of digitization in healthcare. We started Proscia to accelerate pathology's transition from microscope to images, and to use that AI to change the way we think about cancer. We can't change medicine alone. That's why we're looking for curious thinkers. Big dreamers. Developers, evangelists, pathologists, and scientists. Exceptional talent to help us use the great power of AI for good and advance humankind.

At Proscia, we push the limits of medicine and technology, solving problems the world has never solved before. We build software used by thousands of scientists and pathologists, who work on the front lines of fighting big enemies, like cancer, for patients around the globe. To accelerate our vision, Proscia has raised over $100M in capital from world-class healthcare and technology investors.

About This PositionAs a Strategic Support Engineer (SSE) at Proscia, you will work closely with our largest and most strategic customers, ensuring they receive top-tier technical support, partnership, and advocacy. You will play a key role in resolving complex technical issues, ensuring alignment with internal teams, and influencing the product roadmap to improve the customer experience. Your leadership will extend beyond direct customer interactions, as you will mentor others and provide strategic insights to cross-functional teams like Engineering, Customer Success, Revenue, and Partnerships.

What You'll Do:

- Customer Advocate: Serve as the go-to Subject Matter Expert (SME) for assigned Premium customers, owning support issues, customer calls, internal support documentation and actively monitoring cases to ensure they are being handled correctly and progressing towards resolution.
- Participate in check in / troubleshooting calls with your accounts (cadence to be determined by individual accounts)
- Conduct Technical trainings for assigned customers
- Cross-Functional Influence: Build deep relationships with the Account Team, including the Solutions Architect, Implementation Engineers, and Sales teams to maintain alignment and visibility into customer issues. Collaborate with Engineering, Product, and Customer Success teams to influence the prioritization of fixes and features most relevant to your customers.
- Product Influence: While not a Product Manager or Engineer, you will have a strong point of view and actively influence the direction of the product through your understanding of customer needs, influencing key decisions for bug fixes and feature enhancements.
- Issue Resolution: Investigate complex, multi-faceted technical issues, providing thorough documentation and leading validation testing for bug fixes to ensure customers receive timely and accurate solutions.
- Readiness Leadership: Lead efforts in preparing the Technical Support team for newly onboarded Strategic customers, ensuring that all technical and procedural elements are in place to deliver a smooth support experience from day one.
- Incident Management: Lead communication and escalation efforts during major incidents affecting your assigned customers, providing clear and timely updates to both internal and external stakeholders.
- Assist with queue coverage on an as needed basis
- Assist with call escalations
- Experience with AI

What You'll Bring:

- Bachelor's degree in Computer Science, Biomedical Engineering, or a related field, or equivalent professional experience.
- 5+ years of technical support or related experience, with a focus on large, strategic accounts.
- Expertise in digital pathology, healthcare technologies, or related industries, with experience troubleshooting and resolving complex technical issues.
- Strong understanding of digital pathology systems, software, and hardware integration.
- Proficiency with diagnostic tools, monitoring systems, and support platforms.
- Proficiency with Linux/Windows environments, networking protocols, and cloud technologies (including AWS, Azure, Docker, Kubernetes).
- Ability to troubleshoot complex software and infrastructure issues, and perform root cause analysis, with a deep understanding of debugging, testing, and validating technical fixes.
- Proven experience mentoring or leading other technical professionals, either formally or informally.
- Excellent communication skills, both written and verbal, with experience managing customer relationships and incident communications.
- Ability to influence internal teams (e.g., Engineering, Product, Technical Operations) to prioritize customer needs and technical issues.

- Ability to manage multiple accounts, prioritizing based on customer and business impact.
- Ability to anticipate customer needs and proactively address them, ensuring long-term satisfaction and success.
- AI Experience 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.

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