Strategic Support Engineer

Job not on LinkedIn

🕒 July 22

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 41%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Proscia

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

🤖 Artificial Intelligence

⚕️ Healthcare Insurance

🧬 Biotechnology

Artificial Intelligence • Healthcare Insurance • Biotechnology

Proscia is a company focused on enhancing pathology laboratories with its AI-powered digital workflows and enterprise software platform called Concentriq. This platform enables anatomic pathology laboratories to achieve full digitization, improve diagnostic quality, and drive efficiency in research and development processes across life sciences. Proscia’s solutions leverage AI applications to accelerate drug discovery and development, and support real-world data solutions for precision medicine. The company is dedicated to perfecting cancer diagnosis through intelligent software, positioning itself as an innovator in digital pathology and AI solutions for modern laboratories.

📋 Description

• Own the technical relationship and end-to-end support for assigned strategic accounts • Serve as the go-to subject-matter expert for customers • Run customer check-in and troubleshooting calls • Maintain account documentation and monitor cases toward resolution • Back up the broader support queue as needed • Investigate complex issues across applications, infrastructure, and integrations • Use AI and modern tooling to reproduce defects and identify root causes • Document investigations and lead validation testing for fixes • Lead major-incident response with clear, timely internal and external communication • Partner with Engineering, Product, and Customer Success to prioritize customer-driven fixes and features • Align Solutions Architects, Implementation Engineers, and Sales on customer needs • Maintain technical success plans covering architecture, integrations, risks, recurring issues, upgrade posture, and mitigations • Identify emerging risks and drive cross-functional mitigation plans

🎯 Requirements

• Bachelor’s degree in Computer Science, Biomedical Engineering, or a related field, or equivalent professional experience • 5+ years of technical support or related experience, focused on large, strategic accounts • Expertise in digital pathology, healthcare, or related industries, including software and hardware integration • Track record of troubleshooting complex issues • Fluency with AI-assisted workflows, including validating and constraining AI outputs • Hands-on proficiency with diagnostic, monitoring, and support tooling • Linux/Windows environments • Networking protocols • Cloud technologies including AWS, Azure, and Kubernetes • Strong root-cause, debugging, testing, and validation skills • Experience mentoring or leading technical professionals • Experience influencing Engineering, Product, and Technical Operations teams • Excellent written and verbal communication • Experience managing customer relationships and incident communications • Ability to manage multiple high-profile accounts and prioritize by business impact • Nice-to-have: experience influencing product or engineering roadmaps from support and customer data • Nice-to-have: perspective on AI in technical support • Nice-to-have: experience in regulated or mission-critical environments and across multiple domains

🏖️ Benefits

• Competitive pay • Savings options • Schedule options • Insurance options • Personal growth support • Equal opportunity workplace

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