Expert Technical Support Specialist
2 weeks ago
Empower Healthcare Transformation as a Technical Support Engineer
">Job Summary">- Resolve complex technical issues for customers leveraging our Concentriq enterprise pathology platform.
This is an exceptional opportunity to join our team and contribute to the development of cutting-edge technology in the healthcare industry. As a Technical Support Engineer, you will be responsible for providing top-notch support to our customers, ensuring their seamless experience with our product.
">Key Responsibilities:">- Monitor service desk queues and respond or resolve customer issues within agreed-upon SLAs.
- Review customer feedback, analyze support data, and recommend technical changes where necessary.
- Coordinate cross-departmentally to ensure feature requests and bugs are properly communicated.
- Debug customer issues by attempting to replicate them in a lab environment and gathering 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 through resolution.
- Provide proactive client communication to ensure client satisfaction.
- Document potential software defects.
- Maintain ongoing knowledge of Proscia's application and client 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 required.
- Knowledge of Kubernetes required.
- Knowledge of Docker Compose required.
- Digital pathology experience a plus.
- AI experience required.
We believe that every major growth period creates an exceptional career runway. 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.
">Benefits">- Competitive pay.
- Savings, schedule, and insurance options that promote long-term health and personal growth.
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