Staff Technical Support Engineer

Proscia•Philadelphia, PA

116d•Remote

About The Position

Proscia is hiring a Staff Technical Support Engineer, a senior technical contributor in the Support organization who owns the company’s most complex customer problems end-to-end. The role focuses on identifying systemic faults and recurring risks before they generate escalations, investigating ambiguous issues across application, infrastructure, and customer environments, and ensuring root causes are addressed rather than symptoms. The engineer partners with Engineering, Product, QA, and Customer Success to make customer and field insights useful across the organization and influence how the platform is built, deployed, and supported. The role also sets technical standards for Support, develops team capability through mentoring and training, leads complex deployments and migrations, and directs customer communication and troubleshooting during critical incidents.

Requirements

At least 8 years of experience in technical, customer-facing engineering roles, including senior- or lead-level scope.
Demonstrated ability to identify systemic patterns and drive preventative fixes that measurably reduce escalation volume.
Ability to work effectively with ambiguity, analyze complex data, and make high-stakes decisions independently.
Experience owning a technical escalation process end-to-end and at scale, from customer request through Engineering and Product.
Deep troubleshooting experience with distributed systems and a strong command of network architecture, infrastructure fundamentals, and modern remote-diagnosis techniques.
Advanced knowledge or expertise in some or all of Linux, Kubernetes, Docker Compose, and SQL.
Experience using AI tools in investigation, reasoning, and development, with the ability to validate and constrain their outputs.
Experience mentoring others, establishing lasting technical standards, and advocating for customers across an organization.

Nice To Haves

Experience influencing product or engineering roadmaps using support and customer data.
Knowledge of digital pathology, or experience in healthcare, regulated, or other mission-critical environments.
Open-source contributions, side projects, or a portfolio demonstrating how you think and build.
Experience spanning multiple domains.

Responsibilities

Identify systemic risks and recurring failure patterns across customers, anticipate issues associated with new releases, and drive preventative fixes.
Lead complex, ambiguous, business-critical investigations by gathering evidence, testing hypotheses, reproducing defects, and tracing causes across applications, infrastructure, and customer environments.
Partner with Engineering, Product, and QA on roadmap decisions, issue-escalation processes, and product and infrastructure planning, representing customer needs.
Mentor and coach engineers, lead technical training and pairing, establish documentation and knowledge standards, and develop onboarding and career frameworks.
Lead complex customer upgrades, migrations, and provisioning efforts, including work in environments that differ from established runbooks.
Lead critical-incident response, including customer communication and live troubleshooting on major incident calls.