Technical Support Engineer

Reports to:

Head of Global Support

Location:

Remote

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.

Some problems don't fit in a ticket. A customer's platform is misbehaving in ways no error message explains, across environments running different versions, and more than one team already has a theory. Those are the problems that land with you.

As a Staff Technical Support Engineer, you are one of the most senior technical minds in the Support organization. Your job isn't to be the last line of defense, it's to get upstream of the queue: to own Proscia's hardest customer problems end-to-end, find the systemic faults before they become ticket clusters, and shape how our platform is built, deployed, and supported so the root causes are treated and not just their symptoms.

You set the technical bar for the team and partner directly with Engineering, Product, and Customer Success to make what you learn in the field visible for cross-functional use and feed it back into how Proscia works beyond the Support organization.

You're drawn to the hardest, most ambiguous problems in the room: the multi-system ones with no runbook yet, where three teams have three theories and none of them is quite right. You'd rather find a systemic fault before it becomes ten tickets than be the hero who closes them one at a time.

You reason from evidence, not hunches: you gather what the systems actually show, hold competing explanations honestly instead of forcing a tidy story, and follow the thread across code, infrastructure, and live customer environments until the real cause surfaces.

You treat AI as a native part of how you work, leveraging the powerful tools available without losing the edge of human judgement required as you correlate across complex systems, reproduce a defect faster than anyone thought possible, or untangle multiple disparate root causes that others see as a unified whole. You don't hoard what you learn: every hard-won diagnosis becomes something the whole team can stand on next time.

Get ahead of the fire. Hunt down systemic risks and recurring failure patterns before they surface as a wave of tickets. Read the signals across the customer base at scale, stay ahead of every new release, and drive the fixes that quietly remove whole categories of issues.

Own the hardest investigations. Take the ambiguous, business-critical, multi-system problems no one else can crack. Gather evidence, form and test hypotheses, reproduce the worst defects in lab environments, and follow the thread across…